Hi Tatjana,
No, I'm talking about the PureConnect feature called Extedned Blind Transfer. You can find the info on it here: https://help.genesys.com/pureconnect/mergedprojects/wh_id/desktop/hid_extended_blind_transfer.htm
This feature offers much more than the Genesys Cloud Transfer to Number action.
We have made great use of the Extended Blind Transfer feature in PureConnect and would like to see it made available in Genesys Cloud.
Thanks!
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R. Brandon Weaver
Science Applications International Corporation (SAIC)
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Original Message:
Sent: 06-17-2024 19:34
From: Tatjana Knezevic
Subject: Extended Blind Transfer feature in Genesys Cloud
Hi,
@Brandon Weaver Are you referring to the transfer from the IVR Flow or from the Agent UI. If former, please check on the article
https://help.mypurecloud.com/articles/transfer-to-number-action/, Connect Timeout section.
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Tatjana Knezevic
www.startelecom.cloud
https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
Original Message:
Sent: 06-17-2024 14:10
From: Brandon Weaver
Subject: Extended Blind Transfer feature in Genesys Cloud
Thanks!
I'll get my people to vote and hopefully it'll get enought traction for Genesys to consider implementing.
It sure is a a useful feature.
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R. Brandon Weaver
Science Applications International Corporation (SAIC)
Original Message:
Sent: 06-16-2024 22:47
From: Robert Wakefield-Carl
Subject: Extended Blind Transfer feature in Genesys Cloud
Forgot about that feature - that was pretty useful in the day. I know this is not something we have now in GCx. I added this idea - vote on it and add a comment to it.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-11-2024 11:32
From: Brandon Weaver
Subject: Extended Blind Transfer feature in Genesys Cloud
Is there a away to mimic the Extended Blind Transfer that's avaialble in PureConnect in Genesys Cloud?
https://help.genesys.com/pureconnect/mergedprojects/wh_id/desktop/hid_extended_blind_transfer.htm
"[The Extended Blind Transfer] tool transfers a call to a number. It also monitors the call to see if it gets through.
This tool will wait until the transferred call is connected. Once the call is connected, any tracking that is being done on the call will terminate. If it is not answered, the call will be returned for additional processing."
We currently use this for a customer whose agents act as operators, routing calls to numerous numbers for external transfer. The Extended Blind Transfer call analysis allows us to capture any external transfers that fail or are not answered and report back to the customer via email so that they can then QA their numbers.
Is this possible in Genesys Cloud?
#Routing(ACD/IVR)
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Brandon Weaver
Science Application International Corporation
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