Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  How do Agents Conference queue calls with interpreters?

    Posted 09-25-2020 10:56
    No replies, thread closed.
    We have callers that english isn't primary language and we need to be able to conference interpreter into the call. Articles in resource center say that Queue calls cannot be conferenced. That is unacceptable as interpreter needs to hear both parties.
    #Unsure/Other

    ------------------------------
    David Gildersleeve
    Telecom Engineer
    Celink
    ------------------------------


  • 2.  RE: How do Agents Conference queue calls with interpreters?

    Posted 09-26-2020 11:34
    No replies, thread closed.
    The only way is for the agent to initiate a Consult Transfer to the interpreter, then add the customer to the consult when the interpreter answers, then never complete the transfer...just stay in Consult with both people until the call is done.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: How do Agents Conference queue calls with interpreters?

    Posted 09-27-2020 06:11
    Edited by Abdul Samim 09-27-2020 06:56
    No replies, thread closed.
    This feature has been accepted my Genesys PM and will be made available.  See idea: Genesys Cloud Ideas Lab and vote.



  • 4.  RE: How do Agents Conference queue calls with interpreters?

    Posted 09-28-2020 10:01
    No replies, thread closed.
    What is the Ideas Lab number?  Your link above just takes me tot he top-level menu.

    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------

    Original Message


  • 5.  RE: How do Agents Conference queue calls with interpreters?

    Posted 10-05-2020 19:05
    No replies, thread closed.
    Hi Marty,

    I could be wrong, but it might be this one: https://genesyscloud.ideas.aha.io/ideas/EDGE-I-76 that was referenced.

    ------------------------------
    Rebecca Harper
    Genesys - Employees
    ------------------------------

    Original Message


Related Content