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  • 1.  Consult Transfers

    Posted 07-18-2024 11:13
    No replies, thread closed.

    I have a question about behavior of consult transfers.

    Customer calls in.

    Agent A answers the call - consults to Agent B (usually not Genesys, but i don't think it matters in this case).

    Customer hangs up.

    Agent A still on phone with Consultant Agent B (or external #)

    Agent A cannot use consult to get original caller back - they would have to create a blind conference call or call then merge.  Consult now becomes defuncted.

    Anyone else having this "issue" I except this to be "normal telephony behavior" 

    Thanks


    #Telephony

    ------------------------------
    Aaron Montanari
    Rochester Regional Health
    ------------------------------


  • 2.  RE: Consult Transfers
    Best Answer

    Posted 07-18-2024 15:18
    Edited by Cameron Tomlin 08-14-2024 12:11
    No replies, thread closed.

    Hi Aaron,

    Do you open a case with support?

    This is a specific but common scenario. (I guess) The customer is the main ID, and the consult for agent B is a subID. When the "main ID" disconnects, you don't apply the change in this same. You found a workaround with a new interaction. If it is, I don't know how Genesys can fix it.

    That's my summary idea about it. if received any another response, share with us, please!

    #Interesting.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------

    Original Message


  • 3.  RE: Consult Transfers

    Posted 07-19-2024 14:02
    No replies, thread closed.

    Hey Aaron,

    That certainly sounds like an odd scenario. If you have a recent example, I would echo Breno's suggestion and open a case with Customer Care. They would be able to look into how the consult was handled by the original agent.

    If you do get some more info, please share it here for everyone.



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------

    Original Message


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