Genesys Cloud - Main

I have a script which has participant data attached to it which includes a marker to say the customer has successfully been verified. When I have tested and transferred the call to another QUEUE it has retained the Pass on the screen pop/script however when I transfer using an EXTERNAL CONTACT it loses the Pass on the screen pop/script. Is this expected behaviour and if so is there any way which I can make sure that the Pass appears whether transferring to a queue or external contact.

Hello Richard, 

This is expected behavior. Screen pop and scripts only work with ACD transfers. When you transfer to a queue this is considered and ACD transfer. 

When you transfer to an external contact, this is a non-ACD transfer. External transfers are handled differently by Genesys. As a result the screen pop and script wont trigger. 

Due to the limitation there isn't a direct work around, at least none that I am aware of. I would like to see what the community has to say. 

Cheers,