The fixes for Emily's issue were put in place long ago, so you should probably just open a new case.
You can mention SERVOPS 28052 as a possible starting point, but they'll have to do full investigation with logs and videos and such...
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Executive Adoption Consultant
Genesys
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Original Message:
Sent: 02-18-2025 14:12
From: Kenneth Ely
Subject: Transferred Calls & Scripts
It seems like i am having the same issue. Is there a ticket number or any further details you can share?
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Kenneth Ely
Original Message:
Sent: 02-12-2024 13:35
From: Emily Kammerer
Subject: Transferred Calls & Scripts
Yes and no. It was resolved, but there were no specific details. Here's what I found in my case (February 2023):
There has been some changes with other scripting bugs. I suspect this issue was fixed with another case. I see a script case for this issue that kinds of rolls into a another case under a different behavior.
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Emily Kammerer
Ascendium Education Solutions, Inc.
Original Message:
Sent: 02-12-2024 13:04
From: Venkatachari Krishnamachari
Subject: Transferred Calls & Scripts
Did you get any solution from Genesys for this issue. I have a similar issue and looking for a solution.
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Venkatachari Krishnamachari
Skylux Inc
Original Message:
Sent: 01-13-2023 17:06
From: Emily Kammerer
Subject: Transferred Calls & Scripts
Thanks Paul! It felt buggy to me too. Case opened.
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Emily Kammerer
Ascendium Education Solutions, Inc.
Original Message:
Sent: 01-13-2023 15:16
From: Paul Simpson
Subject: Transferred Calls & Scripts
That sounds like a bug!
I'd open a ticket with Customer Care, if I were you!
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 01-13-2023 14:16
From: Emily Kammerer
Subject: Transferred Calls & Scripts
Ran into another interesting scenario with scripts and transferring calls that I hope someone else has encountered or can assist with
Agent 1 takes call in Queue A with Script X defined in the Architect flow. Agent 1 blind transfers the call. The transferred call is answered by Agent 2 in Queue B with Script Y defined in the Architect flow. Agent A is still in wrap status for the call when it's answered by Agent 2 in Queue B. Agent 2 gets the desired script (Script Y), but now the interaction panel for Agent 1 also changes to Script Y.
How can I ensure that the script presented to Agent 1 does not change - that it stays Script X even after it is answered by the subsequent Queue? I already have Queue A specified in the Set Screen Pop for the call flow that routes to Queue A.
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Emily Kammerer
Ascendium Education Solutions, Inc.
Original Message:
Sent: 12-20-2022 10:35
From: Emily Kammerer
Subject: Transferred Calls & Scripts
I have what is probably a simple scripting question involving transferred calls. Here's the basic scenario:
Agent 1 takes call in Queue A, which uses Script X. Agent 1 blind transfers the call. The transferred call is answered by Agent 2 in Queue B. Queue B is configured to use Script Y, but Agent 2 is presented with Script X.
How can I ensure that Agent 2 is presented with Script Y in this scenario? I don't need to do a screen pop, so I'm not sure that the Architect Set Screen Pop action is appropriate.
Not sure if it is relevant, but Agent 1 is transferring to a TFN that is attached to a call routing defined in the Genesys Cloud interface.
Thanks
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other
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Emily Kammerer
Ascendium Education Solutions, Inc.
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