Genesys Cloud - Main

Hi everyone,

We're encountering an issue in our Genesys Cloud CX environment (usw2) where Agent B does not receive an alert when a consult transfer is initiated by Agent A.

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🔍 Scenario

• Agent A is on an active call with a customer.
• Agent A initiates a warm consult transfer to Agent B.
• Agent B is logged in and available.

Observed Behavior:

• Agent B receives the interaction silently.
• No toast notification, no sound, no pop-up.
• The only indication is a green dot on the Interactions icon.
• If Agent B isn't actively watching the UI, the transfer is missed.

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🧪 Test Case

From our logs:

• Incoming propose from hawk is received.
• ewc: useSdk is enabled confirms the SDK is functioning.
• onPendingSession is triggered.
• But no alerting UI event is fired for Agent B.

Eventually, the session connects and media starts, but the lack of alert is a major usability issue.

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🛠️ What We've Tried

• Switched Agent B to Reconnect Softphone (non-persistent).
• Verified permissions and station setup.
• Tested in both browser and Genesys Desktop App.
• Cleared cache and restarted app instances.

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❓ Questions

• Is this expected behavior for consult transfers?
• Has anyone found a way to force an alert or toast notification for the receiving agent?
• Could this be tied to recent UI changes or the Multi-Contextual Panels update?

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Any insights or workarounds would be greatly appreciated!

Thanks!

#Unsure/Other

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Dietrich Van Horn
Contact Center Administrator
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Hi everyone,

I wanted to share a resolution we found for a tricky issue that's been affecting our agents during consult transfers in Genesys Cloud CX.

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🧩 The Problem

When Agent A is on a call that originated from a queue and initiates a consult transfer to Agent B, Agent B does not receive an alert. No toast, no sound-just a green dot on the Interactions icon. If the agent isn't watching closely, the call is missed.

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🧪 How We Found It

We ran multiple test scenarios and compared logs across different transfer types. Here's what we discovered:

• Direct calls to Agent A → consult transfer to Agent B → ✅ Alert works
• Queue calls to Agent A → consult transfer to another queue → ✅ Alert works
• Queue calls to Agent A → consult transfer to Agent B → ❌ No alert

After digging into the logs, we found that the receiving agent's state was:

This confirmed that the session was proposed, but the UI never entered an alerting state.

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🧠 Root Cause

The issue was caused by Auto Answer being enabled on the originating queue.

• When Auto Answer is enabled, Genesys removes the alerting timeout.
• This behavior is persisted to the receiving agent during a consult transfer-even though the call is not actually auto-answered.
• The result: the call appears silently, and the agent must manually click to answer or decline.

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✅ Resolution

To fix the issue:

1. Navigate to Admin > Queues
2. For each queue with Auto Answer enabled:
   • Uncheck the Auto Answer option
   • Ensure the Alerting Timeout is set (e.g., 20 seconds)

Agents with auto-answer enabled at the user level will still function as expected. This only affects queue-level auto-answer behavior during consult transfers.

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🛠️ Workaround (if needed)

If you must keep auto-answer enabled for certain queues:

• Consider using blind transfers instead of consults
• Or notify the receiving agent via chat before transferring

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Hope this helps others who might be seeing similar behavior. Let me know if you've seen this too or if Genesys has provided a formal fix or acknowledgment.

Thanks!

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Dietrich Van Horn
Contact Center Administrator
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