Hi All,
We have many customers that are reporting issues when using consult transfer and the new leg drops with no error message. This is something that we have been aware of for sometime now, all of our customers report this and I can understand their frustration.
The issue is that if an agent initiates a consultative transfer, and the destination is busy and sends a 486 Busy Here message then PureCloud drops the transfer action but does not notify the agent as to why. Therefore from a user/agent perspective it looks like when they are attempting the transfer, that PureCloud is failing and not initiating the transfer.
We have raised this with support who have advised that this is working as designed, so checked the ideas lab where there is an idea for this which was created in 2018.
Does anybody else experience this or get these complaints and would anyone who this affects like to vote for this improvement?
https://purecloud.ideas.aha.io/ideas/EDGE-I-77Thanks Luke
#Omni-ChannelDesktop/UserInterface#Roadmap/NewFeatures#SIP/VolP#Telephony------------------------------
Luke Mitchell
Conn3ct
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