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,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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Original Message:
Sent: 07-18-2024 11:12
From: Aaron Montanari
Subject: Consult Transfers
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
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Aaron Montanari
Rochester Regional Health
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