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  • 1.  Need guidance on Release Link Transfers and external trunks

    Posted 28 days ago

    We are attempting to use Release Link Transfer to transfer calls from our Genesys PureCloud IVR to an external toll free number. We have the Release Link Transfer enabled in the Architect flow, but it seems the calls aren't being release link transferred because we don't have it enabled on our external trunks.  Currently, the inbound calls to the IVR come into a Lumen (Inbound Only) trunk and outbound calls go out on one of 10 Lumen (Outbound Only) trunks.  In the help documentation, it says "For Release Link Transfer to work, the inbound call must arrive on the same trunk on which the outbound transfer is being requested."

    Does this mean we cannot use Release Link Transfer because of our split Inbound only and Outbound only trunks?  Should Release Link Transfer be set on the inbound trunk or outbound trunks?  Does our inbound trunk need to be setup for outbound calling in order to use Release Link Transfer?


    Russell Clark

  • 2.  RE: Need guidance on Release Link Transfers and external trunks
    Best Answer

    Posted 27 days ago

    If you use one trunk for inbound and another for outbound, the RTL doesn't work.

    The configuration is applied in the trunk (All transfers will try to use REFER with RLT), if configured in the block external Transfer in Architect you can use only this action.

    • Some Telcos don't work with refer and don't understand the Release Link Tranfer.


    Breno Canyggia Ferreira Marreco

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