Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Transfer and consult options allow you to transfer to any characters by pressing enter then transfer or consult

    Posted 07-27-2023 09:08
    Edited by Luke Murphy 07-27-2023 13:43
      |   view attached
    No replies, thread closed.

    Hi everyone, I was curious if anyone may know of a way to stop this, may seem like a design flaw, I was trying to remove the ability for agents to transfer to queue names, which I accomplished by a role setting, however after further review, I have discovered that agents type any character they want and press enter, and then click the consult or blind button and the call goes out. I have attached a screen shot to try and show this, as you can see I typed in the word "test" and I was then able to click consult or blind, is there any way to remove this function so when the agents press the enter key it won't allow them to put whatever they want? Seems like a serious design flaw, especially with no logic on to check.


    #Telephony

    ------------------------------
    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
    ------------------------------



  • 2.  RE: Transfer and consult options allow you to transfer to any characters by pressing enter then transfer or consult

    Posted 07-28-2023 04:24
    No replies, thread closed.

    I don't think there is any to restrict them from this behavior, but your dual plan can be set to only allow dialing of valid numbers using regex values.  Not sure what the caller experience is for blind transfers to invalid numbers is.



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



  • 3.  RE: Transfer and consult options allow you to transfer to any characters by pressing enter then transfer or consult

    Posted 07-28-2023 09:28
    No replies, thread closed.

    Thanks for the response Carl,  I will check out the dial plan regex values.



    ------------------------------
    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
    ------------------------------

    Original Message


  • 4.  RE: Transfer and consult options allow you to transfer to any characters by pressing enter then transfer or consult

    Posted 07-28-2023 09:59
    No replies, thread closed.

    Luke,
    What we did is create speed dial buttons our the scripts to include all the locations where our agents would need to transfer.  We went so far as create the buttons with a -B or -W as a suffix for Blind vs Warm transfers.  Other then when our agents need to dial an external number they are trained and QA watches for the agent using the transfer function incorrectly. 

    Hope this helps.



    ------------------------------
    Mark Pierson
    Ally Financial
    ------------------------------



Related Content