Genesys Cloud - Main

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,

Hi Neil,

You might want to recheck the permissions anyways:

Blind and Consult transfer buttons appear only if you have the correct permissions:

• blindTransferExternal and consultTransferExternal
• Plus related queue permissions - If one is missing, the button may appear but fail to execute.

Also, new navigation UI does not change functionality, but some features may have regressions during rollout, as per Genesys.
If you do not see any idea already logged, then feel free to raise one: Genesys Idea Portal

Hope this helps.
thanks

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,

Hi @Neil Jones!

Did you checked the console and network logs? If any error occurs when you click in some of the option, it should log in there.

In my case, I reproduced this scenario and got this logs, Genesys Customer Care can help you indentify what is missing or wrong is the error wasn't clear.

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,

Hi Debora, and thanks for your quick response.

Those were my next port of call, and after capturing I see the same error as you. I've shared with our Genesys partner for support escalation.

Transferring to external contacts in the way did work prior to the new navigational UI being released. My assumption is this wasn't picked up the the BETA or phased role out prior to GA release this week.

Many thanks for your valued feedback.

Regards,

Hi @Neil Jones!

Did you checked the console and network logs? If any error occurs when you click in some of the option, it should log in there.

In my case, I reproduced this scenario and got this logs, Genesys Customer Care can help you indentify what is missing or wrong is the error wasn't clear.

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,

Hey Neil,

Our business is having the Exact same issue as you when trying to transfer call out to an External Contact.  Have you heard back from Genesys Support on what the fix is?

Thank you in Advance!

Tony L. 

Hi Debora, and thanks for your quick response.

Those were my next port of call, and after capturing I see the same error as you. I've shared with our Genesys partner for support escalation.

Transferring to external contacts in the way did work prior to the new navigational UI being released. My assumption is this wasn't picked up the the BETA or phased role out prior to GA release this week.

Many thanks for your valued feedback.

Regards,

Hi @Neil Jones!

Did you checked the console and network logs? If any error occurs when you click in some of the option, it should log in there.

In my case, I reproduced this scenario and got this logs, Genesys Customer Care can help you indentify what is missing or wrong is the error wasn't clear.

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,

Hey Neil,

Our business is having the Exact same issue as you when trying to transfer call out to an External Contact.  Have you heard back from Genesys Support on what the fix is?

Thank you in Advance!

Tony L. 

Hi Debora, and thanks for your quick response.

Those were my next port of call, and after capturing I see the same error as you. I've shared with our Genesys partner for support escalation.

Transferring to external contacts in the way did work prior to the new navigational UI being released. My assumption is this wasn't picked up the the BETA or phased role out prior to GA release this week.

Many thanks for your valued feedback.

Regards,

Hi @Neil Jones!

Did you checked the console and network logs? If any error occurs when you click in some of the option, it should log in there.

In my case, I reproduced this scenario and got this logs, Genesys Customer Care can help you indentify what is missing or wrong is the error wasn't clear.

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,

Hey Neil,

Our business is having the Exact same issue as you when trying to transfer call out to an External Contact.  Have you heard back from Genesys Support on what the fix is?

Thank you in Advance!

Tony L. 

Hi Debora, and thanks for your quick response.

Those were my next port of call, and after capturing I see the same error as you. I've shared with our Genesys partner for support escalation.

Transferring to external contacts in the way did work prior to the new navigational UI being released. My assumption is this wasn't picked up the the BETA or phased role out prior to GA release this week.

Many thanks for your valued feedback.

Regards,

Hi @Neil Jones!

Did you checked the console and network logs? If any error occurs when you click in some of the option, it should log in there.

In my case, I reproduced this scenario and got this logs, Genesys Customer Care can help you indentify what is missing or wrong is the error wasn't clear.

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,

Hi Tony,

Just a quick update...

Fix has been deployed to our region (EUW2 - London) and external contact transfers are now working as expected.

Regards,

Hey Neil,

Our business is having the Exact same issue as you when trying to transfer call out to an External Contact.  Have you heard back from Genesys Support on what the fix is?

Thank you in Advance!

Tony L. 

Hi Debora, and thanks for your quick response.

Those were my next port of call, and after capturing I see the same error as you. I've shared with our Genesys partner for support escalation.

Transferring to external contacts in the way did work prior to the new navigational UI being released. My assumption is this wasn't picked up the the BETA or phased role out prior to GA release this week.

Many thanks for your valued feedback.

Regards,

Hi @Neil Jones!

Did you checked the console and network logs? If any error occurs when you click in some of the option, it should log in there.

In my case, I reproduced this scenario and got this logs, Genesys Customer Care can help you indentify what is missing or wrong is the error wasn't clear.

Hi,

Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens.

When performing the same process using the 'transfer' button from within the 'agent workspace' UI it works as expected.

Our org is in London and no role / permissions have been altered prior to GA release.

I've reviewed 'aha' ideas lab but nothing looks to have been raised - any one else incurring this problem ?

Regards,