Genesys Cloud - Main

Is Consult Transfer a one-time use feature on a call? It looks like once you've utilized this feature even if you hang up the 3rd participant, the icon still shows greyed out.

Sample scenario:

1. A customer calls into a queue and Agent1 answers the call.
2. Agent1 Consult Transfers Agent2 and conferences to the call.
3. Agent1 then hangs up Agent2 while keeping the call with the customer
4. Agent1 needs to do another Consult Transfer with Agent3 but am unable to as the Consult Transfer Icon is greyed out.

I understand you can use Conference from here on. The issue I have is we can only configure Consult Transfer buttons in the Script so when agents run into this scenario, the buttons do not work.

My question is whether this is currently an expected behavior of Consult Transfer or am I supposed to be able to do subsequent Consult Transfers as long as there's only 2 participants on the call. TIA

#Telephony

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Jonathan Santos
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Hello Jonathan,

As of right now, that is not possible. However, it does look like there is a feature that is marked as Upcoming Development in the Product Ideas Lab. I would recommend voting on and commenting on this Idea so that you can be notified as the feature goes through the development cycle.

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Jason Kleitz
Online Community Manager/Moderator
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