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Remains the original caller (customer) on hold after consulting unsuccessful attempt

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  • 1.  Remains the original caller (customer) on hold after consulting unsuccessful attempt

    Posted 05-14-2025 07:34
    No replies, thread closed.

    Hello,

    Is it possible to configure the system so that the original caller (customer) remains on hold if a consultation attempt with another party is unsuccessful (e.g., the consulted party does not answer)?


    #PlatformAdministration
    #Telephony

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    Anna Mazor
    CEO
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  • 2.  RE: Remains the original caller (customer) on hold after consulting unsuccessful attempt
    Best Answer

    Posted 05-14-2025 12:19
    No replies, thread closed.

    Hi Anna,

    Unfortunately not, this is currently the default behavior, there is an Idea on the Genesys Cloud Ideas Lab though: Keep customer on hold when consult-transfer fails/consulted agent hangs up



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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