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  • 1.  Transferring data

    Posted 03-30-2026 09:42

    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.


    #ArchitectandDesign
    #Reporting/Analytics
    #Telephony

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    richard craig
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  • 2.  RE: Transferring data

    Posted 03-30-2026 10:05

    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, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Transferring data
    Best Answer

    Posted 03-31-2026 02:08

    Hello Richard,

    as Cameron mentioned: This is expected. A external Contact is, as the name says, a contact beyond Genesys. If this external Contact is something you host within Genesys, then you will have to use other transfer methods. Transferring to external contacts greates a new incoming call in Genesys and with it a new conversation ID. That is the reason why you can not use participant data.

    If - for some reason - you are forced to use transfer to external contact - you need to find another way to transfer data. If the callers ANI is transmitted while transferring you could match data written in a data table via caller ANI. But that will not cover cases the customer supresses his ANI.



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    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
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