Genesys Cloud - Main

Hello team.

We have been transferring calls to another lines for one of our business clients, but we have found that the calls length are longer than what actually the agent talked on the first leg of the calls.

According to this article on PureCloud support website https://help.mypurecloud.com/articles/transfer-call/  , "Note: Calls transferred to external parties remain connected through PureCloud. These connections result in two call legs: one from the original caller to PureCloud and the other from PureCloud to the transfer recipient. These two call legs can incur charges until one side disconnects.", is there a way we can disconnect the first leg of the call so when it comes to the KPIS reporting, we can actually report the correct amount of time for the first agent handling the call?

Right now for example, we have this call, where the first agent only last around 3 minutes talking with the customer but after the call is transferred to customer service, the call is extended to around 14 minutes. Not only P/C assign the call to both agents but also mix the time of the call from both legs. 

Is there a way to disconnect the first leg of the call to avoid this?

Thank you!
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Boris Rada
Executive Energy Management, LLC
------------------------------

See Release Link Transfer under the protocol section
https://help.mypurecloud.com/articles/external-trunk-settings/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 11-21-2019 11:16
From: Boris Rada
Subject: Call Length when transferred - How to disconnect first call leg

Hello team.

We have been transferring calls to another lines for one of our business clients, but we have found that the calls length are longer than what actually the agent talked on the first leg of the calls.

According to this article on PureCloud support website https://help.mypurecloud.com/articles/transfer-call/  , "Note: Calls transferred to external parties remain connected through PureCloud. These connections result in two call legs: one from the original caller to PureCloud and the other from PureCloud to the transfer recipient. These two call legs can incur charges until one side disconnects.", is there a way we can disconnect the first leg of the call so when it comes to the KPIS reporting, we can actually report the correct amount of time for the first agent handling the call?

Right now for example, we have this call, where the first agent only last around 3 minutes talking with the customer but after the call is transferred to customer service, the call is extended to around 14 minutes. Not only P/C assign the call to both agents but also mix the time of the call from both legs.

Is there a way to disconnect the first leg of the call to avoid this?

Thank you!
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Boris Rada
Executive Energy Management, LLC
------------------------------

One clarification question regarding the transfer: is the Customer Service agent also in the same PureCloud organization? The way you word your question, it sounds like you want the call timing for the agent on the first queue to end when the call is transferred to an agent on another queue within the same organization.

What Melissa refers to is only if you are transferring the call to a number outside of your PureCloud organization, sending it back to the carrier.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 11-21-2019 11:26
From: Melissa Bailey
Subject: Call Length when transferred - How to disconnect first call leg

See Release Link Transfer under the protocol section
https://help.mypurecloud.com/articles/external-trunk-settings/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 11-21-2019 11:16
From: Boris Rada
Subject: Call Length when transferred - How to disconnect first call leg

Hello team.

We have been transferring calls to another lines for one of our business clients, but we have found that the calls length are longer than what actually the agent talked on the first leg of the calls.

According to this article on PureCloud support website https://help.mypurecloud.com/articles/transfer-call/  , "Note: Calls transferred to external parties remain connected through PureCloud. These connections result in two call legs: one from the original caller to PureCloud and the other from PureCloud to the transfer recipient. These two call legs can incur charges until one side disconnects.", is there a way we can disconnect the first leg of the call so when it comes to the KPIS reporting, we can actually report the correct amount of time for the first agent handling the call?

Right now for example, we have this call, where the first agent only last around 3 minutes talking with the customer but after the call is transferred to customer service, the call is extended to around 14 minutes. Not only P/C assign the call to both agents but also mix the time of the call from both legs.

Is there a way to disconnect the first leg of the call to avoid this?

Thank you!
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Boris Rada
Executive Energy Management, LLC
------------------------------

Hello George.

You are correct. The call will be transferred within the organization. This client has two "LOBs" with us. Currently the sales agents are transferring some calls to Customer Service. We have tried transferring them to the IVR TFN and/or doing blind transfer to the CS queue. But as you said, the call never leaves the organization carrier.

------------------------------
Boris Rada
Executive Energy Management, LLC
------------------------------

Original Message:
Sent: 11-21-2019 11:30
From: George Ganahl
Subject: Call Length when transferred - How to disconnect first call leg

One clarification question regarding the transfer: is the Customer Service agent also in the same PureCloud organization? The way you word your question, it sounds like you want the call timing for the agent on the first queue to end when the call is transferred to an agent on another queue within the same organization.

What Melissa refers to is only if you are transferring the call to a number outside of your PureCloud organization, sending it back to the carrier.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 11-21-2019 11:26
From: Melissa Bailey
Subject: Call Length when transferred - How to disconnect first call leg

See Release Link Transfer under the protocol section
https://help.mypurecloud.com/articles/external-trunk-settings/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 11-21-2019 11:16
From: Boris Rada
Subject: Call Length when transferred - How to disconnect first call leg

Hello team.

We have been transferring calls to another lines for one of our business clients, but we have found that the calls length are longer than what actually the agent talked on the first leg of the calls.

According to this article on PureCloud support website https://help.mypurecloud.com/articles/transfer-call/  , "Note: Calls transferred to external parties remain connected through PureCloud. These connections result in two call legs: one from the original caller to PureCloud and the other from PureCloud to the transfer recipient. These two call legs can incur charges until one side disconnects.", is there a way we can disconnect the first leg of the call so when it comes to the KPIS reporting, we can actually report the correct amount of time for the first agent handling the call?

Right now for example, we have this call, where the first agent only last around 3 minutes talking with the customer but after the call is transferred to customer service, the call is extended to around 14 minutes. Not only P/C assign the call to both agents but also mix the time of the call from both legs.

Is there a way to disconnect the first leg of the call to avoid this?

Thank you!
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Boris Rada
Executive Energy Management, LLC
------------------------------

Hi @Melissa Bailey We enabled the Relase Link Transfer option at the external trunk level and tested blind transfer of ACD call to an external number. But it didn't release the interaction from GC. However setting this option in inbound callflow does the job when it transfers the call to an external number. 

------------------------------
Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)
------------------------------

Original Message:
Sent: 11-21-2019 11:26
From: Melissa Bailey
Subject: Call Length when transferred - How to disconnect first call leg

See Release Link Transfer under the protocol section
https://help.mypurecloud.com/articles/external-trunk-settings/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 11-21-2019 11:16
From: Boris Rada
Subject: Call Length when transferred - How to disconnect first call leg

Hello team.

We have been transferring calls to another lines for one of our business clients, but we have found that the calls length are longer than what actually the agent talked on the first leg of the calls.

According to this article on PureCloud support website https://help.mypurecloud.com/articles/transfer-call/  , "Note: Calls transferred to external parties remain connected through PureCloud. These connections result in two call legs: one from the original caller to PureCloud and the other from PureCloud to the transfer recipient. These two call legs can incur charges until one side disconnects.", is there a way we can disconnect the first leg of the call so when it comes to the KPIS reporting, we can actually report the correct amount of time for the first agent handling the call?

Right now for example, we have this call, where the first agent only last around 3 minutes talking with the customer but after the call is transferred to customer service, the call is extended to around 14 minutes. Not only P/C assign the call to both agents but also mix the time of the call from both legs.

Is there a way to disconnect the first leg of the call to avoid this?

Thank you!
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Boris Rada
Executive Energy Management, LLC
------------------------------

Hi Dhanalakshmi,

we are also same same issue with external call transfer leg we disable the external link transfers from Trunk and enable links transfer from Architect but still external call leg duration is been updated to interaction.

Please let me know what changes you made exactly.

------------------------------
Raghavapvds
------------------------------

Original Message:
Sent: 09-13-2023 02:35
From: Dhanalakshmi Vasudevan
Subject: Call Length when transferred - How to disconnect first call leg

Hi @Melissa Bailey We enabled the Relase Link Transfer option at the external trunk level and tested blind transfer of ACD call to an external number. But it didn't release the interaction from GC. However setting this option in inbound callflow does the job when it transfers the call to an external number. 

------------------------------
Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)

Original Message:
Sent: 11-21-2019 11:26
From: Melissa Bailey
Subject: Call Length when transferred - How to disconnect first call leg

See Release Link Transfer under the protocol section
https://help.mypurecloud.com/articles/external-trunk-settings/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 11-21-2019 11:16
From: Boris Rada
Subject: Call Length when transferred - How to disconnect first call leg

Hello team.

We have been transferring calls to another lines for one of our business clients, but we have found that the calls length are longer than what actually the agent talked on the first leg of the calls.

According to this article on PureCloud support website https://help.mypurecloud.com/articles/transfer-call/  , "Note: Calls transferred to external parties remain connected through PureCloud. These connections result in two call legs: one from the original caller to PureCloud and the other from PureCloud to the transfer recipient. These two call legs can incur charges until one side disconnects.", is there a way we can disconnect the first leg of the call so when it comes to the KPIS reporting, we can actually report the correct amount of time for the first agent handling the call?

Right now for example, we have this call, where the first agent only last around 3 minutes talking with the customer but after the call is transferred to customer service, the call is extended to around 14 minutes. Not only P/C assign the call to both agents but also mix the time of the call from both legs.

Is there a way to disconnect the first leg of the call to avoid this?

Thank you!
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Boris Rada
Executive Energy Management, LLC
------------------------------

Perhaps the reason you are having issues is that you are on GCV?  

As documented here: https://help.mypurecloud.com/articles/transfer-to-number-action/

"Note: Release link transfer is not available for Genesys Cloud Voice."

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------

Original Message:
Sent: 09-13-2023 02:35
From: Dhanalakshmi Vasudevan
Subject: Call Length when transferred - How to disconnect first call leg

Hi @Melissa Bailey We enabled the Relase Link Transfer option at the external trunk level and tested blind transfer of ACD call to an external number. But it didn't release the interaction from GC. However setting this option in inbound callflow does the job when it transfers the call to an external number. 

------------------------------
Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)

Original Message:
Sent: 11-21-2019 11:26
From: Melissa Bailey
Subject: Call Length when transferred - How to disconnect first call leg

See Release Link Transfer under the protocol section
https://help.mypurecloud.com/articles/external-trunk-settings/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 11-21-2019 11:16
From: Boris Rada
Subject: Call Length when transferred - How to disconnect first call leg

Hello team.

We have been transferring calls to another lines for one of our business clients, but we have found that the calls length are longer than what actually the agent talked on the first leg of the calls.

According to this article on PureCloud support website https://help.mypurecloud.com/articles/transfer-call/  , "Note: Calls transferred to external parties remain connected through PureCloud. These connections result in two call legs: one from the original caller to PureCloud and the other from PureCloud to the transfer recipient. These two call legs can incur charges until one side disconnects.", is there a way we can disconnect the first leg of the call so when it comes to the KPIS reporting, we can actually report the correct amount of time for the first agent handling the call?

Right now for example, we have this call, where the first agent only last around 3 minutes talking with the customer but after the call is transferred to customer service, the call is extended to around 14 minutes. Not only P/C assign the call to both agents but also mix the time of the call from both legs.

Is there a way to disconnect the first leg of the call to avoid this?

Thank you!
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Boris Rada
Executive Energy Management, LLC
------------------------------