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  • 1.  Transferring ACD call doesn't transfer on behalf the queue? Really?

    Posted 4 hours ago

    I received a problem report from a user yesterday stating that she was having trouble using a consult transfer because the recipient wouldn't answer their phone since the call was from an unknown number. After mocking up a similar test interaction, I discovered that transferring an ACD call (consult or blind) doesn't transfer the call on behalf of the queue. It transfers it using the trunk number.

    I found some similar posts, but none that described this exact situation. Apologies if I missed them. Is there a way around this? I can't figure out why that behavior would be intentional. Why would a transfer from a queue not be on behalf of that queue?

    I can't even come up with a manual way to do it. If I make a separate call out on behalf of the queue to get the consultee on the phone, how do I conference two queue calls?


    #Outbound
    #System/PlatformAdministration
    #Telephony

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    Dave Halderman
    Business Analyst
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  • 2.  RE: Transferring ACD call doesn't transfer on behalf the queue? Really?

    Posted 2 hours ago

    Hi Dave, 

    In Genesys Cloud CX, queues can have an Outbound Caller ID configured in Queue → Voice. If the trunk is configured to prioritize the queue caller ID, that number can be used when the platform originates calls in the context of the queue (for example, callbacks).

    However, in the case of consult or blind transfers to an external number, the platform creates a new outbound leg from the agent's station. Because of that, the caller ID applied usually follows the outbound trunk configuration, not necessarily the queue's caller ID.

    Here's what happens technically:
    When a call enters the queue, the queue context exists only for routing purposes.
    When the agent makes a blind query or transfer to an external number, Genesys creates a new outbound leg.
    This new leg typically uses the rules of the outbound trunk (ANI / Caller ID).
    I don't know if you have multiple queues with multiple outgoing numbers, and in that scenario I can't think of anything.
    BUT, if all calls transfer need to use the same number, I did a test here and it was successful.
    I adjusted the trunk configuration to prioritize "User Extension".
    Look Caller ID in thunk is final "3006" number
    To test it, I put a random number in my username.
    In my user, the extension number is final "2222"
    When I made the call, the number I received was the extension number, not the trunk number.
    What I haven't tested is this: if an agent initiates a call from a queue that has a number, will priority be given to the queue or to the extension of the agent
     
    A good test would be to prioritize "call Source", "user extension", and "this trunk" within the trunk.
    I hope this helps you.


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


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