Genesys Cloud - Main

We have nurses that quite often need to transfer calls to the Ambulance Services however will not allow the transfer. This happens daily and the call either disconnect or the nurses have to ask the patient to call the Ambulance Services once the call has been disconnected. Is anyone else experiencing issues with transferring calls? We also use the smart connector for CIF between our CRM and GCCX

#Telephony

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Sonja Maxwell
Smart Service Queensland
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Hello Sonja, 

This sounds like something is borked with the CRM or something in the integration, due to the nature of your business I would open a Care ticket with our Integrations team to take a look under the hood to see whats going on and if deemed they will involve the telephony team as well.

Please provide console and network logs of the behavior as well as interaction ids. These are very important for the investigation. 

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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