Genesys Cloud - Main

 View Only

Sign Up

  • 1.  External consult transfer is blocked while agents are on a call with each other

    Posted 20 days ago
    When two agents are on a call, if the calling-side agent attempts to perform a consult transfer to an external number, the following message is displayed and the consult transfer is blocked:
     
    Message: "Consultation not allowed. No external customer detected on call."
     
    However, the customer states that before September 2025, they were able to perform an external consult transfer using this method.
    We reviewed the 2025 and 2026 release notes, but could not find any mention of this update.
     
    Do you have any information about the update that caused this message to appear and the consult transfer to be blocked?
     
    [Detailed Steps]
    1. Agent A, from "Agent Workspace," places an outbound call on behalf of the queue, calling the queue.
    2. Agent B answers from within the queue, and a call is established between A and B.
    3. Agent A clicks Consult Transfer in "Agent Workspace."
    4. Agent A enters the external destination number in the text box and presses Enter.
    Result: Before 2025/9, the consult transfer succeeded (now it fails).
     
    Additionally, even now, in step 3 above, if Agent B (the receiving-side agent) initiates a consult transfer to an external number, the message is not displayed and the consult transfer succeeds.
    Even though it remains true at that point that no external customer is participating in the call, I don't understand the rationale for why it is allowed when Agent B initiates the consult transfer.

    #Routing(ACD/IVR)

    ------------------------------
    Yurie Ikura
    NA
    ------------------------------


  • 2.  RE: External consult transfer is blocked while agents are on a call with each other

    Posted 20 days ago

    Hello Yurie, 

    This looks like it might be affected by the "Control agent transfer capabilities via permission" feature that was introduced Dec 2025. 

    Dec 9th, 2025: Genesys Cloud introduced new granular permissions to control agent transfer capabilities, including:

    Conversation > Communication > consultTransfer
    Conversation > Communication > consultTransferAgent
    Conversation > Communication > consultTransferQueue
    Conversation > Communication > consultTransferExternalContact

    Based on the new permissions model, the consultTransferExternalContact permission specifically controls consult transfers to external contacts. The error message "Consultation not allowed. No external customer detected on call" suggests that this feature introduced validation logic that checks whether an external customer is already on the call before allowing a consult transfer to an external number.

    In your specific scenario:

    Agent A (calling agent) places an outbound call on behalf of a queue
    Agent B answers from within the queue
    At this point, the call is between two internal agents with no external customer participant
    When Agent A attempts to consult transfer to an external number, the new validation logic detects that there's no external customer on the call and blocks it

    The system appears to have introduced a validation rule that requires an external participant (customer) to already be on the call before allowing a consult transfer to another external number using the consultTransferExternalContact permission.

    I recommend double checking this permissions and if they are all set, my next recommendation would be opening a ticket to product support. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: External consult transfer is blocked while agents are on a call with each other

    Posted 20 days ago

    Hello, @Yurie Ikura

    I could not find a specific Genesys Cloud release note mentioning this change in behavior.

    Based on the scenario, this looks more like a validation change or enforcement of the expected consult transfer behavior. In Genesys Cloud, a consult transfer is normally intended to transfer an existing customer interaction to another user, queue, or external contact.

    In the example described, Agent A is placing an outbound call to the queue, and Agent B answers it as an ACD interaction. From Agent A's side, there may not be an external customer participant in the conversation. Because of that, Genesys Cloud may now block the consult transfer with the message:

    Consultation not allowed. No external customer detected on call.

    The reason Agent B can still perform the consult transfer may be because, from Agent B's perspective, the call is being handled as an ACD interaction from the queue side. Even if the original caller is another Genesys user, Agent B is the receiving agent on the routed interaction, so the system may treat that side of the conversation differently.

    I agree that the behavior can be confusing, especially if it worked before September 2025. Since there does not seem to be a clear public release note for this specific change, I would recommend opening a case with Genesys Customer Care.

    Customer Care should be able to confirm whether this is expected behavior, a product change, or a regression.

    As a workaround, depending on the business need, you may need to use a conference/add participant option or have the receiving-side agent initiate the external consult, since that side appears to be accepted by the current behavior.



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------



  • 4.  RE: External consult transfer is blocked while agents are on a call with each other

    Posted 17 days ago

    Hello Cameron and Arthur,

    Thank you very much for providing insights on this matter.
     
    In my view, the "Control agent transfer capabilities via permission" feature is not related. This scenario was already failing as of September 2025, and those permissions are configured correctly.
     
    We contacted Customer Care regarding this behavior. As a result, we were told that this behavior is working as designed, but we were not able to get an answer as to whether there was a specification change around September 2025. They said that if a behavior is not documented in the Resource Center, then even if there is a specification change, they do not record it or announce it.
     
    However, I am currently struggling with how to explain this to the customer. The Resource Center indeed does not state that "a consult transfer succeeds in this specific scenario," but it also does not state that "a consult transfer is not allowed in this scenario." Even though the consult transfer feature itself is introduced, if it is blocked in this scenario and that limitation is not documented, I can't argue back if the customer says that it should have been announced and documented when it became no longer possible.
     
    Is there any way we could respond along the lines of: "Around September 2025, the specification was changed so that consult transfers are no longer possible in this scenario. "? Do you have any information about this?
    Regards,
    Yurie Ikura


    ------------------------------
    Yurie Ikura
    NA
    ------------------------------



Related Content