Calls defaulting when transferred.

[Steve]

I have an issue where calls are defaulting to the ACD key 0 when a call is transferred from one queue type to another. The agent transfers the caller to a specified internal RP that is monitored by Genesys. The vendor states the problem results because of the resources during GIVE TREATMENT. The strategy says to give musicwait5sec, givemusicwait5sec, give musicwait5.. up to 30times.

This is eating up the resources for our music. Once the 3oth treatment is finished, then the call defaults. One transfer is eating up the resource. They state that Genesys cannot release the music resource on each treatment, so until the call is connected it will continue eating up resources until 30 is met.

How are others handling transferring calls to other queue/skill types?

[Vic]

Really silly question, but are you doing a two step transfer? And if so, do you have your URS set to route_consult_call set to true?

[Steve]

It is a one step transfer.

[Vic]

Can I ask you why you are giving music 30 times for 5 seconds and then wait? I assume you are not using normal queuing if you do that, right? Because if you do that while queuing a call, you better redesign your strategy.

Also, if you give music for 5 seconds and then do it again, Genesys will start and end treatment for you, thus theoretically releasing the resource before using it again.

question: why are you giving music 30 times?
another question: how many music channels can your PBX support? How many calls can be simultaneously handled before you get this?