Hi everyone,
I wanted to share a resolution we found for a tricky issue that's been affecting our agents during consult transfers in Genesys Cloud CX.
𧩠The Problem
When Agent A is on a call that originated from a queue and initiates a consult transfer to Agent B, Agent B does not receive an alert. No toast, no sound-just a green dot on the Interactions icon. If the agent isn't watching closely, the call is missed.
π§ͺ How We Found It
We ran multiple test scenarios and compared logs across different transfer types. Here's what we discovered:
- Direct calls to Agent A β consult transfer to Agent B β β
Alert works
- Queue calls to Agent A β consult transfer to another queue β β
Alert works
- Queue calls to Agent A β consult transfer to Agent B β β No alert
After digging into the logs, we found that the receiving agent's state was:
"state": "alerting",
"alerting": false
This confirmed that the session was proposed, but the UI never entered an alerting state.
π§ Root Cause
The issue was caused by Auto Answer being enabled on the originating queue.
- When Auto Answer is enabled, Genesys removes the alerting timeout.
- This behavior is persisted to the receiving agent during a consult transfer-even though the call is not actually auto-answered.
- The result: the call appears silently, and the agent must manually click to answer or decline.
β
Resolution
To fix the issue:
- Navigate to Admin > Queues
- For each queue with Auto Answer enabled:
- Uncheck the
Auto Answer option
- Ensure the
Alerting Timeout is set (e.g., 20 seconds)
Agents with auto-answer enabled at the user level will still function as expected. This only affects queue-level auto-answer behavior during consult transfers.
π οΈ Workaround (if needed)
If you must keep auto-answer enabled for certain queues:
- Consider using blind transfers instead of consults
- Or notify the receiving agent via chat before transferring
Hope this helps others who might be seeing similar behavior. Let me know if you've seen this too or if Genesys has provided a formal fix or acknowledgment.
Thanks!
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Dietrich Van Horn
Contact Center Administrator
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Original Message:
Sent: 09-15-2025 17:55
From: Dietrich Van Horn
Subject: No Alert on Consult Transfer to Agent B β Reconnect Softphone Scenario
Hi everyone,
We're encountering an issue in our Genesys Cloud CX environment (usw2) where Agent B does not receive an alert when a consult transfer is initiated by Agent A.
π Scenario
- Agent A is on an active call with a customer.
- Agent A initiates a warm consult transfer to Agent B.
- Agent B is logged in and available.
Observed Behavior:
- Agent B receives the interaction silently.
- No toast notification, no sound, no pop-up.
- The only indication is a green dot on the Interactions icon.
- If Agent B isn't actively watching the UI, the transfer is missed.
π§ͺ Test Case
From our logs:
Incoming propose from hawk is received.ewc: useSdk is enabled confirms the SDK is functioning.onPendingSession is triggered.- But no alerting UI event is fired for Agent B.
Eventually, the session connects and media starts, but the lack of alert is a major usability issue.
π οΈ What We've Tried
- Switched Agent B to Reconnect Softphone (non-persistent).
- Verified permissions and station setup.
- Tested in both browser and Genesys Desktop App.
- Cleared cache and restarted app instances.
β Questions
- Is this expected behavior for consult transfers?
- Has anyone found a way to force an alert or toast notification for the receiving agent?
- Could this be tied to recent UI changes or the Multi-Contextual Panels update?
Any insights or workarounds would be greatly appreciated!
Thanks!
#Unsure/Other
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Dietrich Van Horn
Contact Center Administrator
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