jcp | 2023-09-20 17:08:28 UTC | #1
Hi, Customer support suggested I open this issue in the dev forum:
Customer is running Private Embeddable Framework and are encountering an issue with consult transfer cancellation. ref: https://help.mypurecloud.com/articles/consult-transfer-a-call/
When performing a Consult transfer to a queue (and the same occures to a user), if the agent transfering the call wishes to cancel the transfer, the 'cancel' transfer doesn't do anything, doesn't cancel the call transfer.
A solution was provided to the customer: instead of using the 'cancel' button,
- select the destination / party to disconnect from
- press on disconnect
- transfer is cancelled, agent and caller can resume their call.
Note:
- This issue doesn't exist for the Genesys Cloud Web App (default GUI)
- This same scenario was reproduced in the Chrome Extension (therefore nothing to do with PEF
Cheers, Jean-Christophe
Jerome.Saint-Marc | 2023-09-20 17:30:28 UTC | #2
Hello,
I think there is possibly a misunderstanding on the purpose of the button you have highlighted in your screenshot. In the doc you referenced, it is mentioned:
- When you are ready to transfer the call, click Transfer in the call controls. Or you can cancel the transfer.
Note: Clicking Cancel does not cancel the transfer. It only causes the Transfer dialog box to disappear.
To cancel a transfer, do the following steps: 1. Click the interaction that you called. 2. Click Disconnect in the call controls.You remain connected to the original interaction.
-> Clicking Cancel does not cancel the transfer. It only causes the Transfer dialog box to disappear.
-> To cancel a transfer, do the following steps: 1. Click the interaction that you called. 2. Click **Disconnect** in the call controls.You remain connected to the original interaction.
Regards,
system | 2023-10-20 17:31:02 UTC | #3
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This post was migrated from the old Developer Forum.
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