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  • 1.  Unable to Transfer Calls

    Posted 05-08-2023 15:52
    No replies, thread closed.

    Sporadically, users have reported being unable to transfer (blind or consult) calls. The buttons are grayed-out.

    The one example I was provided, today, shows the customer calling one department, and the agent who answered the ACD call, subsequently transferred the customer to another department DNIS. (The agent disconnected when sending the customer to the 2nd department's IVR.)

    The agent in the 2nd department answered the ACD call but needed to connect the customer to a specific agent directly; however, their blind and consult transfer buttons were grayed out. 

    Any thoughts why they cannot transfer?


    #Telephony
    #Unsure/Other

    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------


  • 2.  RE: Unable to Transfer Calls

    Posted 05-08-2023 16:28
    No replies, thread closed.

    Does this occur after the initial agent has fully disconnected (including any wrap-up) and the second agent has fully taken control of the call?

    If not, that's a "feature".

    If so, open a ticket with Genesys, would be my advice.



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 3.  RE: Unable to Transfer Calls

    Posted 05-08-2023 16:49
    No replies, thread closed.

    Thanks, Paul, as always.

    There is no wrap up code on the first agent in the Timeline of the interaction, but transcript says they left the interaction while the customer was in the IVR for the 2nd department. Does it matter if the 1st agent blind transferred or consult transferred?

    Just curious.



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------

    Original Message


  • 4.  RE: Unable to Transfer Calls

    Posted 05-08-2023 17:06
    No replies, thread closed.

    TBH, I couldn't say.
    What I do know is that as long as Agent 1 "owns" the interaction, Agent 2 cannot transfer it. Actually, in our experience, it's worse than that - an attempt often results in disconnection!
    We have a ticket open on behalf of one of our customers with Genesys for a related issue. (In their case, putting on hold causes a disconnect.)



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


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