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  • 1.  Nested Consult Calls - Consult while on a Consult Question

    Posted 04-15-2024 12:52
    No replies, thread closed.

    I want to understand if anyone has had this similar use case:

    >Customers connects to Agent 1

    >Agent 1 performs a consult call to Agent 2

    >Agent 2 performs a consult call to Agent 3.

    I see that when Agent 1 consults with Agent 2 (the first consult), the blind transfer, consult, and conference functions don't show up on Agent 2's window. BUT if we have Script buttons for Blind/Consult they still kind of work? The behavior with the buttons doesn't seem to be consistent or at least seems somewhat unintended.

    -When Agent 2 initiates the 2nd consult to Agent 3 using the Script button, (Agent 2 does not get any options to complete the transfer, but some reason all the initiate blind/consult/conference buttons show up)

    -When Agent 2 hangs up the call, it seems to actually transfer the call and Agent 1 and Agent 3 are connected (almost seems to complete the consult transfer)

    Was wondering if anyone had documented or could speak to what the actual behavior which should be expected or if this is some sort of unintended behavior.


    #SIP/VolP
    #Telephony
    #Unsure/Other

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    Sijia Wu
    Ally Financial
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  • 2.  RE: Nested Consult Calls - Consult while on a Consult Question

    Posted 04-15-2024 20:30
    No replies, thread closed.

    Since we don't have station-to-station recording, a lot of the packaged reporting is also lacking.  That is coming very soon.  You can sort and filter on transfers and the type of transfer at the interaction level or queue/agent level.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Nested Consult Calls - Consult while on a Consult Question
    Best Answer

    Posted 07-08-2024 10:36
    No replies, thread closed.

    Hey Sijia, 

     

    There was a time where Genesys Cloud had a limit on the number / ways that agents could add people to calls via consulting / conferencing. We've made some changes to the way that our system handles adding participants to ongoing calls. One of our Product Managers recently talked about the new ACD Conferencing Capabilities in a community post.



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------

    Original Message


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