Genesys Cloud - Main

Customer has an outbound campaign where calls go to a queue.  Once the call is answered, the outbound rep determines that the customer needs to speed to someone in support so they want to warm transfer to support, but they aren't seeing the support queue (or any queue) in the drop-down in the transfer window.  Is there some permission restriction or setting that needs to be set to enable transfer to queues?  Does it only work for certain types of calls?  Please advice, thank you.

You will need the routing:queue:view permission. The PureCloud user default role should have all the permissions you need, but if you use custom roles then you will need to make sure agents have this permission. We will update this article to clarify:  https://help.mypurecloud.com/articles/transfer-voice-interaction/

Looks like that doesn't help.  They can see queues – but only the ones they are attached to – for instance Outbound can’t transfer to Inbound because they are not on the Inbound Queue. Inbound cannot transfer a Spanish speaker who missed the prompt back to Spanish Queue because they are not in the Spanish Queue – so if there is some other aspect for permissions there are missing, please let me know.