Genesys Cloud - Main

Hello Roberto,

Based on your description, it sounds like when Agent A is creating a conference call with Agent B. It's possible that Agent B does not have the necessary permissions to create (or add to) a conference calls. 

I did see that https://genesyscloud.ideas.aha.io/ideas/CEIH-I-99 and https://genesyscloud.ideas.aha.io/ideas/CEIH-I-57 are currently In Development to help change the way that consult / conference calls are handled.

Hello Jason. Thank you for your input.
Agent is using the Consult Call feature, not conferencing. Although technically might be almost the same they have different links.
If they call Agent B directly, he can transfer the call just fine.
This is easy to reproduce BTW. I tested this my self on my lab where all users were Superusers.
It doesn't even seem related to ACD.
I will check the ideas.
Thanks again for any feedback. I also opened a ticket with support just in case.

Hello Roberto,

Based on your description, it sounds like when Agent A is creating a conference call with Agent B. It's possible that Agent B does not have the necessary permissions to create (or add to) a conference calls. 

I did see that https://genesyscloud.ideas.aha.io/ideas/CEIH-I-99 and https://genesyscloud.ideas.aha.io/ideas/CEIH-I-57 are currently In Development to help change the way that consult / conference calls are handled.

Hey Roberto, 

Hope all is well. 

Can you provide a screenshot of what you and the agent's screen shows while connected to a consult transfer? 

Thanks,
Eric

Hello Jason. Thank you for your input.
Agent is using the Consult Call feature, not conferencing. Although technically might be almost the same they have different links.
If they call Agent B directly, he can transfer the call just fine.
This is easy to reproduce BTW. I tested this my self on my lab where all users were Superusers.
It doesn't even seem related to ACD.
I will check the ideas.
Thanks again for any feedback. I also opened a ticket with support just in case.

Hello Roberto,

Based on your description, it sounds like when Agent A is creating a conference call with Agent B. It's possible that Agent B does not have the necessary permissions to create (or add to) a conference calls. 

I did see that https://genesyscloud.ideas.aha.io/ideas/CEIH-I-99 and https://genesyscloud.ideas.aha.io/ideas/CEIH-I-57 are currently In Development to help change the way that consult / conference calls are handled.

All good Eric.
Here is a screenshot.
The call from EL Paso is the external caller.
I am Agent A, and JM (Joseph) is Agent B.
This is his screen showing the options for the Consult Call. Only Hold and Disconnect.

Hey Roberto, 

Hope all is well. 

Can you provide a screenshot of what you and the agent's screen shows while connected to a consult transfer? 

Thanks,
Eric

Hello Jason. Thank you for your input.
Agent is using the Consult Call feature, not conferencing. Although technically might be almost the same they have different links.
If they call Agent B directly, he can transfer the call just fine.
This is easy to reproduce BTW. I tested this my self on my lab where all users were Superusers.
It doesn't even seem related to ACD.
I will check the ideas.
Thanks again for any feedback. I also opened a ticket with support just in case.

Hello Roberto,

Based on your description, it sounds like when Agent A is creating a conference call with Agent B. It's possible that Agent B does not have the necessary permissions to create (or add to) a conference calls. 

I did see that https://genesyscloud.ideas.aha.io/ideas/CEIH-I-99 and https://genesyscloud.ideas.aha.io/ideas/CEIH-I-57 are currently In Development to help change the way that consult / conference calls are handled.