Call Transfer using Genesys Agent Desktop 7.2, toggle/alternate failure

[Reg]

We are using Genesys T-Server 7.6, with Genesys Agent Desktop 7.2 with CISCO CUCM 6.1.2.

Does anyone have any thoughts on the 'approved call transfer process' when agent toggle (alternate) is used?

A symptom has been noted where:
Call delivered to agent#1, via Route Point.  Agent #1 uses the Transfer icon and performs a two step transfer to a Transfer Route Point, agent#2 answers.  After 'talking' with agent#2, agent#1 toggles (alternate) back to the customer and proceed with transfer. The Transfer icon is pressed again and call passes to agent #2, however, although Call In Progress with second agent, the GAD is empty (as if not on a call).  Agent#1 GAD is presented with an Outgoing call and CCPulse shows this to be the case.  CCPulse shows, agent#2 NOT credited with Inbound call, reflected as Consult only.
When the call with agent#2 is cleared down, 30 seconds later the call with agent #1 disconnects (greys out). 

Any ideas?

[René]

Hi Reg,

Two step transfer is basic telephony operation so it shall work. Could you post here T-Server log so I can check what's happening?

R.

[Reg]

Not happy to attach log file to forum - sorry.  However, we have created extract of good v bad call.

[cavagnaro]

Lol...then ask support to Genesys if you think we may harm your business...
With those traces you have sent it is almost the same as nothing, the log files should be able to show the whole call in order to understand what is going on

[gen_iex]

I am a new user.  Can someone help me?  Does anyone know how a VAG queue setup in Genesys should be setup in IEX efficiently?

Thank you

[cavagnaro]

Please don't cross posts, open a new one.