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

    Posted 7 days 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?
    Best Answer

    Posted 7 days ago
    Edited by Cameron Tomlin 4 days ago

    Hi Dave, 

    In Genesys Cloud, 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.



    ------------------------------
    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


  • 3.  RE: Transferring ACD call doesn't transfer on behalf the queue? Really?

    Posted 5 days ago
    Edited by Luis Antonio Padilla Yee 5 days ago

    Hi Dave!
    I’ve noticed this behavior after configuring the principal trunk.
    I’d like to understand the difference between trunk configuration and platform configuration.
    Also, how is this configuration applied at the site level?

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    Luis Antonio Padilla Yee
    na
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    Original Message


  • 4.  RE: Transferring ACD call doesn't transfer on behalf the queue? Really?

    Posted 5 days ago

    If you are using "Caller Address" on the website, you need to adjust the "Prioritized Caller Selection" setting on the trunk for it to take effect.

    Site: 

    Trunk: 



    ------------------------------
    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.
    ------------------------------

    Original Message


  • 5.  RE: Transferring ACD call doesn't transfer on behalf the queue? Really?

    Posted 4 days ago

    hello Dave,

    please review my Idea and vote / comment URL Link here

     I already shared same idea for similar concern for some of our call center procedures, particularly around the practice of placing second and third calls while already handling an existing call and case. For example, when our agents are on a call with an insurance company and need to call back the patient to confer in, this additional call is not advertised as part of a queue. Consequently, patients may become confused when they see an unfamiliar caller ID, given that we manage multiple medical queues, each displaying its own program name or toll-free number.

    To mitigate any confusion and ensure a smooth experience for our patients, it is important that we clearly explain this process to them during our initial interaction. This way, they will understand why they might receive calls from different numbers and will be better prepared to handle the situation.



    ------------------------------
    Ibrahim Al Kibssi
    Telecom - Infrastructure Engineer
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    Original Message


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