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  • 1.  Transferring from a queue to an agent

    Posted 08-29-2019 05:11
    No replies, thread closed.
    Hi,

    When an agent transfers a call from a queue to an agent that isn't in that queue the description goes from the call. This means the new agent is unable to answer the phone with the correct greeting. 

    Has anyone else experienced this? Is it a known issue or an individual set up issue?

    Thank you
    #Telephony

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    Oliver Herbert
    Kognitiv
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  • 2.  RE: Transferring from a queue to an agent

    Posted 08-30-2019 10:37
    No replies, thread closed.
    I believe it is a known issue but will wait for others to respond.  I haven't heard of a way to strip off those identifiers.


  • 3.  RE: Transferring from a queue to an agent

    Posted 08-30-2019 11:10
    Edited by George Ganahl 08-30-2019 11:13
    No replies, thread closed.
    I am not sure I understand the issue you are describing.

    I have a setup where the call comes into one queue. I transferred to a user who is not an agent in that queue. On that receiving agent I see:


    So, I am not clear on what you are looking for.

    Are you meaning the desired Script does not pop for the receiving user?

    The original agent who answered the call is named Graham Alexander, and he is on the Sales queue, so I can see that this call originated from the external caller George Ganahl, came in on the Sales queue (based on the pop with the Answer button), and I can see the External Contact info that pulled up based on the ANI.

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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