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  • 1.  Cross-line

    Posted 10-31-2018 11:10
    No replies, thread closed.
    Hi All

    Has anyone experienced cross-line with PureCloud?
    We have at least 3 such cases for the past 3-4 months. As usual, support could not come out with any findings so far.

    Basically, I am curious where the issue could be - telco, voice gateway, purecloud or hardphone. 

    What happened:

    when a agent answer a incoming ACD call, what he heard is the conversation of another agent with the customer.
    when we listen to the conversation, both the agent and customer audio was heard on the "customer" channel.

    beside this, we could also identify the recording the other interaction (which seems normal)

    Support once responded that the call was on monitoring, which I could only roll my eyes without stopping.

    Would be grateful if anyone could shed some light here.

    Thanks & Best Regards
    MengYong
    #Unsure/Other

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    MengYong

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  • 2.  RE: Cross-line

    Posted 10-31-2018 11:52
    No replies, thread closed.
    PureCloud is all VoIP, so I don't know of any way for calls to get crossed up without either a specific conference being enabled, or a consult transfer, or something specific like that.

    What types of trunks do you use? How are you connected to the telco? 

    SIP Trunk to the PureCloud Edge?

    Digital trunks to a VoIP gateway, which then sends the calls to the PureCloud Edge External Trunk?

    Something else?

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


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