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  • 1.  SIP Trunk - Take Back and Transfer feature

    Posted 05-26-2023 10:58
    No replies, thread closed.

    Hi all,
    I never used the feature "Take Back and Transfer".
    From ResourceCenter I read that:
    When you enable the Take Back and Transfer feature, you enable the inbound REFER method. This allows an active call between a Genesys Cloud agent (Transferee) and an external party A (Transferor) to be transferred by external party A and another external party B (Target). Once the transfer is complete, the Transferee and Target are connected and the Transferor releases all telephony resources.
    I'm having a scenario slightly different:
    - Inbound call from SIP trunk A
    - IVR of Genesys Cloud with transfer to SIP trunk B to outsourcer
    - Agent of outsourcer answers the call and, after, he want to transfer the call to an agent of Genesys Cloud; to do this, he wants send SIP message REFER to Genesys Cloud.
    This scenario is supported with feature "Take Back and Transfer"?

    Thanks
    Giorgio


    #SIP/VolP
    #Telephony

    ------------------------------
    Giorgio Conta
    ComApp S.r.l
    ------------------------------


  • 2.  RE: SIP Trunk - Take Back and Transfer feature

    Posted 05-26-2023 19:22
    No replies, thread closed.

    One thing to remember is that the transfer needs to happen on the same trunk, so the outsources needs to send the refer on that trunk that they got the call on.  That should be the case, but stress that to the vendor.  If you turn on that feature, it will take back the call from the carrier and the call path will be from trunk A to the agent.  



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



  • 3.  RE: SIP Trunk - Take Back and Transfer feature

    Posted 05-29-2023 02:56
    No replies, thread closed.

    Hi Robert,
    thanks for your answer.
    One question: but when the outsourcer sends SIP message REFER to Genesys Cloud, Genesys Cloud forwards SIP message REFER to carrier on SIP trunk A or Genesys Cloud keeps on own side the REFER and enages the agent on Genesys Cloud?
    Thanks
    Regards
    Giorgio



    ------------------------------
    Giorgio Conta
    ComApp S.r.l
    ------------------------------

    Original Message


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