Hello! We have a few users impacted by this issue. No alert when a Genesys user is attempting to warm transfer an Interaction to another Genesys user. The only change is the greenlight on the Interactions icon in the left hand side toolbar. We've reviewed organization settings and agent level settings with no success to pin point what is the issue? Any recommendations where else to troubleshoot? 

#Telephony

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Dalia Torres
NA
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Hello! We have a few users impacted by this issue. No alert when a Genesys user is attempting to warm transfer an Interaction to another Genesys user. The only change is the greenlight on the Interactions icon in the left hand side toolbar. We've reviewed organization settings and agent level settings with no success to pin point what is the issue? Any recommendations where else to troubleshoot? 

Hello Dalia,

   I'd be interested to know what the relevant GC org's settings are for direct to voicemail presence overrides.  Docs here: https://help.mypurecloud.com/articles/define-which-presence-statuses-send-a-communicate-call-to-voicemail/

Regards,

Jason Wolfgang

Hello! We have a few users impacted by this issue. No alert when a Genesys user is attempting to warm transfer an Interaction to another Genesys user. The only change is the greenlight on the Interactions icon in the left hand side toolbar. We've reviewed organization settings and agent level settings with no success to pin point what is the issue? Any recommendations where else to troubleshoot? 

Hi @Jason Wolfgang the thing is, it is not going direct to voicemail. The transfer sounds like it is alerting (ringing) but not on the recipients end. 

Hello Dalia,

   I'd be interested to know what the relevant GC org's settings are for direct to voicemail presence overrides.  Docs here: https://help.mypurecloud.com/articles/define-which-presence-statuses-send-a-communicate-call-to-voicemail/

Regards,

Jason Wolfgang

Hello! We have a few users impacted by this issue. No alert when a Genesys user is attempting to warm transfer an Interaction to another Genesys user. The only change is the greenlight on the Interactions icon in the left hand side toolbar. We've reviewed organization settings and agent level settings with no success to pin point what is the issue? Any recommendations where else to troubleshoot?