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  • 1.  Transferring Call from Agent UI to Genesys Group

    Posted 03-29-2022 23:44
    No replies, thread closed.
    Hi All -

    We are exploring options for a new project, and looking at the possibility of transferring a call from an Agent UI to a Genesys 'Group'.

    Available options appear to be limited to: Name (Internal or External Contact), Number or Queue.

    Has anyone looked at this previously, or seen on the Ideas Lab?

    Regards,
    Mal.
    #Telephony

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
    ------------------------------


  • 2.  RE: Transferring Call from Agent UI to Genesys Group

    Posted 03-30-2022 01:31
    No replies, thread closed.
    Hey Mal, you could always get away with this by putting the transfer within an Agent script as a drop down list and button.  Then you can name the actual destination in the display list whatever you want, and within the action for a button do the actual transfer to the number belonging to that group.

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    Vaun McCarthy
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    Original Message


  • 3.  RE: Transferring Call from Agent UI to Genesys Group

    Posted 03-30-2022 02:21
    No replies, thread closed.
    Thanks Vaun!

    Yes, we've actually demo'd the Script Button concept as well as an External Contact.

    I was just thinking how good it would be if you could search by Name, and have the Group 'presence' show Green if there was at least one Group Member in 'Available' state. I wonder if we're hading down that path with the ultimate Teams integration?

    One for the #IdeasLab!

    Cheers, Mal.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
    ------------------------------

    Original Message


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