Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Group display issues

    Posted 08-12-2019 23:42
    No replies, thread closed.

    Hello!

    We have 5 users on a group called "Concierge" who have been having few issues recently.

    1. When transferring a call to someone internally (call originates externally) PureCloud displays both the original call and who the call is being transferred to as the same. You can see the photo of the person the call is being sent to however the number being displayed is that of the original call. This only happens to calls to a group. If I call the individual, it works as expected. See attachment for reference.



    2. The incoming number when the call is ringing is being displayed as the name of members of the group. For example, one call might say "John" instead of the incoming caller ID. Next call it'll be "Mary". Once the call is answered the incoming caller ID is displayed.

    Any help would be appreciated!

    Thanks,



    #Telephony

    ------------------------------
    Dan
    ------------------------------


  • 2.  RE: Group display issues

    Posted 08-13-2019 10:43
    No replies, thread closed.
    Hello Daniel

    The observed behaviour is as expected. The inbound call is to the Group Extension and the Call is part of this group.
    The Agent then forwards the Call (Consult Transfer) to the same number, hence why the Group name is displayed again.
    Only once an Agent has picked up the call can PureCloud show which Agent the call has gone to.

    Regards
    Christoph

    ------------------------------
    Christoph Hadtstein
    Genesys - Employees
    ------------------------------



  • 3.  RE: Group display issues

    Posted 08-13-2019 18:25
    No replies, thread closed.
    Hi Christoph,

    Thanks for the reply. 

    Is this still expected behaviour if the incoming call is being transferred to someone not in the group? The call is being forwarded to anyone within the business, not normally in this group. 

    Thanks,
    Dan

    ------------------------------
    Daniel Felice
    SEEK
    ------------------------------

    Original Message


Related Content