Genesys Cloud - Main

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

Hello Nettie,

I would double check the affected agent has the correct permissions:

Analytics > Queue Observation > View

The following appropriate consult transfer permissions:

Conversation > Communication > All
Conversation > Communication > consultTransfer
Conversation > Communication > consultTransferAgent
Conversation > Communication > consultTransferExternal
Conversation > Communication > consultTransferQueue

If they have, I would recommend raising a case with Genesys Product Support to look at the specific scenario and what is causing the issue.

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

Hello Nettie,

I would double check the affected agent has the correct permissions:

Analytics > Queue Observation > View

The following appropriate consult transfer permissions:

Conversation > Communication > All
Conversation > Communication > consultTransfer
Conversation > Communication > consultTransferAgent
Conversation > Communication > consultTransferExternal
Conversation > Communication > consultTransferQueue

If they have, I would recommend raising a case with Genesys Product Support to look at the specific scenario and what is causing the issue.

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

@Samuel Jillard would you recommend that all those consult options be checked off? We are having users put in tickets who only have consult transfer checked off, because that seems to be the best option, and are now having issues.

Hello Nettie,

I would double check the affected agent has the correct permissions:

Analytics > Queue Observation > View

The following appropriate consult transfer permissions:

Conversation > Communication > All
Conversation > Communication > consultTransfer
Conversation > Communication > consultTransferAgent
Conversation > Communication > consultTransferExternal
Conversation > Communication > consultTransferQueue

If they have, I would recommend raising a case with Genesys Product Support to look at the specific scenario and what is causing the issue.

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

Hi Nettie,

We have raised a ticket also and supplied logs and video of this new behaviour. What we have observed is when consult transferring to a queue the system will show the transfer buttons ONLY if there is no agent being offered the call in the destination queue. If an agent is being offered the call the system will show the agents name that is being offered the call and only show the disconnect button until the agent answers the call or they decline/miss the call offer.

We urgently need this changed back so that transferring agents can immediately complete the transfer once they've confirmed its been answered by the in-queue flow. All our agent scripts have shortcut buttons using consult transfer which are now not usable for any that go direct to a queue.

This new behaviour of "cannot transfer until answered" also affects transfers to external numbers where it waits for the call to be answered before displaying the transfer buttons.

------------------------------
Travers Dunne

Original Message:
Sent: 08-20-2025 09:31
From: Nettie B Roe
Subject: Issue with Consult Transfer

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

#Unsure/Other

------------------------------
Nettie B Roe
Telecommunications Tech
------------------------------

Travers, thank you for sharing your case. Did your problem also start around the 10th of this month? And did your tech ask about your firewall? In our situation, the issue does not occur every time. We have yet to find a pattern. Our organization is only partially on Genesys, so sometimes it is necessary to transfer customers to toll free numbers which are always answered by an IVR. In many of those cases, the agent will initiate the consult transfer, the customer will immediately go on hold like they are supposed to, and the agent will hear the IVR message but they do not have the controls to bring the customer back into the call once they have reached a live party. This is especially problematic because we use the consult option for translation services for our Spanish speaking customers. We could use the conference option if it automatically put the customer on hold like the consult option, or at least gave us an option to manually put the customer on hold, but that is not the case. Which, to me seems a rather stupid design, but that is a battle for another day. 

------------------------------
Nettie B Roe
Telecommunications Tech

Original Message:
Sent: 08-21-2025 02:29
From: Travers Dunne
Subject: Issue with Consult Transfer

Hi Nettie,

We have raised a ticket also and supplied logs and video of this new behaviour. What we have observed is when consult transferring to a queue the system will show the transfer buttons ONLY if there is no agent being offered the call in the destination queue. If an agent is being offered the call the system will show the agents name that is being offered the call and only show the disconnect button until the agent answers the call or they decline/miss the call offer.

We urgently need this changed back so that transferring agents can immediately complete the transfer once they've confirmed its been answered by the in-queue flow. All our agent scripts have shortcut buttons using consult transfer which are now not usable for any that go direct to a queue.

This new behaviour of "cannot transfer until answered" also affects transfers to external numbers where it waits for the call to be answered before displaying the transfer buttons.

------------------------------
Travers Dunne

Original Message:
Sent: 08-20-2025 09:31
From: Nettie B Roe
Subject: Issue with Consult Transfer

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

#Unsure/Other

------------------------------
Nettie B Roe
Telecommunications Tech
------------------------------

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

Yes, my team has been having this issue as well. It seems to be sporadic, but frequent. 

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

Did your issue also just begin in the last couple of weeks? Around August the 10th? Have you opened a ticket with Genesys? 

Yes, my team has been having this issue as well. It seems to be sporadic, but frequent. 

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

I have not myself. I believe the team was just reporting it was happening and I am not sure that a ticket has been opened with Genesys. Yes it has been within the last few weeks. 

Did your issue also just begin in the last couple of weeks? Around August the 10th? Have you opened a ticket with Genesys? 

Yes, my team has been having this issue as well. It seems to be sporadic, but frequent. 

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

Hi Nettie,

I might have a similar issue reported by one of our customers.  They have mainly reported around the fact that when they try to do a transfer a call to a person they always use the Consult option and they would always get a 'Transfer' option in the past even before the call was answered.  They are adamant it has always been available until a recent upgrade (around 11 Aug). 

I have logged a ticket with Genesys but they have advised that Consult transfer never had a 'Transfer' option given to the agent when the call is ringing.  It is only presented when it is answered by the recipient or the voicemail. I am still hoping for Genesys to investigate further and check if there has been any recent changes with this option.

Cheers,

Dinshaw 

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

My agents were definitely getting the phone controls before connecting to the transfer party, because if necessary, they could hang up while the second line was still ringing. Now, they don't get the controls at all, even when connected. We are working with a tech now to provided confirmation that it did work like we said it did before the update. SMH

Hi Nettie,

I might have a similar issue reported by one of our customers.  They have mainly reported around the fact that when they try to do a transfer a call to a person they always use the Consult option and they would always get a 'Transfer' option in the past even before the call was answered.  They are adamant it has always been available until a recent upgrade (around 11 Aug). 

I have logged a ticket with Genesys but they have advised that Consult transfer never had a 'Transfer' option given to the agent when the call is ringing.  It is only presented when it is answered by the recipient or the voicemail. I am still hoping for Genesys to investigate further and check if there has been any recent changes with this option.

Cheers,

Dinshaw 

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it? 

Just posting an update in case anyone is still following this thread. At some point Genesys apparently corrected the issue we were having with our consult transfer. The controls look different from what our agents were using at the beginning of the month, but at least it does work again. 

My agents were definitely getting the phone controls before connecting to the transfer party, because if necessary, they could hang up while the second line was still ringing. Now, they don't get the controls at all, even when connected. We are working with a tech now to provided confirmation that it did work like we said it did before the update. SMH

Hi Nettie,

I might have a similar issue reported by one of our customers.  They have mainly reported around the fact that when they try to do a transfer a call to a person they always use the Consult option and they would always get a 'Transfer' option in the past even before the call was answered.  They are adamant it has always been available until a recent upgrade (around 11 Aug). 

I have logged a ticket with Genesys but they have advised that Consult transfer never had a 'Transfer' option given to the agent when the call is ringing.  It is only presented when it is answered by the recipient or the voicemail. I am still hoping for Genesys to investigate further and check if there has been any recent changes with this option.

Cheers,

Dinshaw 

We recently started having an issue with the consult transfer option. We use this feature a lot but recently agents have reported that when they click on this option and then dial a number or select a queue to transfer the call, they do not get the two party controls that they normally do. They do not have any control for the customer line, who is apparently on hold judging by the call recordings. This is random as sometimes it works and sometimes it does not. We did notice in trying to reproduce the issue that if an agent has a successful consult, disconnects and tries a second consult with a different number, that second attempt failed. Has anyone else had a similar issue with consult and if so, what was the cause and what did you do to fix it?