Genesys Cloud - Main

Hi All, We have a customer-facing team member that logs into Genesys with a polycom phone. The team member recieves both direct calls and transfers from our contact center queue. Here's a specific scenario: 

• Organization uses the Genesys web app
• The user has a communicate license
• The user logs in most days of the week with a polycom phone (vs. WebRTC)
• The user is not in a queue of any kind (limited by license)
• The user has a Genesys extension, no DID
• The user is in a Group that has a DID 
• When the user is forwarded queue calls - her physical/polycom phone will ring; no indication of a call on the Genesys web app - no call control panel
• Because there is no call control panel for the incoming call, she is forced to use her hardware/polycom phone to transfer the call, again, to her colleague, when another transfer is required 
• If a direct call comes into her Group, the call control panel appears in the web app as well as rings her physical phone
• She can then forward the call using the web experience

Any thoughts on why the calls transferred from a queue come in without the call control panel in the web app? Thanks, in advance.

#Telephony
#Unsure/Other

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Erin Thomsen
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Hello Erin, 

I believe the reason why queue transfer are behaving differently from direct calls likely stems from how the call routing and phone registration are configured. 

1. Direct calls to Group DID
   1. When calls come directly to the group DID, the system recognizes the call as being directed to the users extension. 
   2. This triggers both the physical phone and we web app interface
   3. The call control panel appears because the system properly associates the call with the user's Genesys profile. 
2. Queue transfer Scenario
   1. When calls are transferred from a queue, they're likely being sent directly to the phone's SIP endpoint
   2. The system may not be properly associating these transferred calls with the user's Genesys web session. 
   3. This results in the phone ringing but no web app notification. 

Some troubleshooting steps that you could try:

1. Check phone configuration
   1. Verify that the polycom phone is properly provisioned in Genesys
   2. Ensure the phone's extension is correctly mapped to the user's Genesys profile. 
2. Review Queue transfer settings
   1. The queue transfer configuration might need to be adjusted to route calls through the user's Genesys extension rather than directly to the phones SIP endpoint
   2. This would help maintain the connection between the physical device and the web interface

Hope this helps!

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Cameron
Online Community Manager/Moderator
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