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  • 1.  Extended Blind Transfer feature in Genesys Cloud

    Posted 06-11-2024 11:32
    Edited by Brandon Weaver 06-12-2024 06:01

    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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  • 2.  RE: Extended Blind Transfer feature in Genesys Cloud
    Best Answer

    Posted 06-16-2024 22:47

    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.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Extended Blind Transfer feature in Genesys Cloud

    Posted 06-17-2024 14:10

    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)
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  • 4.  RE: Extended Blind Transfer feature in Genesys Cloud

    Posted 06-17-2024 19:34

    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. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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  • 5.  RE: Extended Blind Transfer feature in Genesys Cloud

    Posted 06-18-2024 09:52

    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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  • 6.  RE: Extended Blind Transfer feature in Genesys Cloud

    Posted 29 days ago

    FYI Genesys only counts one vote per email domain, so don't waste your team's votes if you are all on the same domain! 😜



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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  • 7.  RE: Extended Blind Transfer feature in Genesys Cloud

    Posted 29 days ago

    But do have them comment on use cases if they have a different POV.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 8.  RE: Extended Blind Transfer feature in Genesys Cloud

    Posted 29 days ago

    Thanks for clearing that up! 



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    R. Brandon Weaver
    Science Applications International Corporation (SAIC)
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