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  • 1.  When handling a ACD call and trying to transfer it to a external contact. If the contact has multiple numbers selecting one of them doesn't do anything.

    Posted 05-13-2025 09:10
    Edited by Jason Kleitz 05-13-2025 15:06
    No replies, thread closed.

    Gotten reports that when trying to transfer to a external contact with multiple numbers and selecting one doesn't do anything. It only transfer if the external contact has one number. I tested this out and got the same result and can't transfer unless the external contact has only one number to it but with multiple numbers it won't transfer and do anything. 

    Anyone experience something similar?


    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other



  • 2.  RE: When handling a ACD call and trying to transfer it to a external contact. If the contact has multiple numbers selecting one of them doesn't do anything.

    Posted 05-13-2025 15:06
    No replies, thread closed.

    Hello Jason,

    That does sound odd. I did not see any internal discussions about something like this occurring. I would recommend reaching out to Customer Care so that they can check the logs to see why this is not working. If you do open a case with support, please let me know what the case number is so that I can help monitor the issue.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: When handling a ACD call and trying to transfer it to a external contact. If the contact has multiple numbers selecting one of them doesn't do anything.

    Posted 05-14-2025 14:08
    No replies, thread closed.

    We opened a ticket. Number is 0003756389 


    Original Message


  • 4.  RE: When handling a ACD call and trying to transfer it to a external contact. If the contact has multiple numbers selecting one of them doesn't do anything.

    Posted 05-15-2025 16:56
    No replies, thread closed.

    Previously, everything was functioning normally. When transferring a call to an external contact, if the contact has only one registered phone number, the transfer proceeds without any issues. However, if the contact has multiple phone numbers, the system prompts to select which number to transfer the call to. After selecting one, nothing happens.This functionality was working until last week. I've observed that this issue occurs across the application, as it doesn't work in the demo environment or with any client. It appears to be a problem with the application itself.



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    Diego Mino
    Ing
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    Original Message


  • 5.  RE: When handling a ACD call and trying to transfer it to a external contact. If the contact has multiple numbers selecting one of them doesn't do anything.

    Posted 05-16-2025 04:32
    No replies, thread closed.

    Hi, Diego or Jason, did you get an update on this issue ? 

    We have the same on one Org. (Case 0003758233)



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    Bart Meul
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    Original Message


  • 6.  RE: When handling a ACD call and trying to transfer it to a external contact. If the contact has multiple numbers selecting one of them doesn't do anything.
    Best Answer

    Posted 05-16-2025 11:57
    No replies, thread closed.

    Hello all,

    Thank you for all of the information that you have provided thus far. I was able to do some digging and it looks like this issue has been raised with our Dev team and they are working on it. I don't have an ETA on when a change will be implemented just yet. This appears to be something that is related to using the multi contextual panels. I've seen someone recommend disabling this new view by removing the Agent UI > Multi-panel Experience > Enable permission.
    https://help.mypurecloud.com/faqs/how-can-allow-agents-to-enable-multi-contextual-panels/

    I would recommend trying that and seeing if that alleviates the issue. Please let me know if that helps.



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    Jason Kleitz
    Online Community Manager/Moderator
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