Third Party welcome message not played completely when the call is forwarded

[Campfire]

Hi All,

We are using Genesys 8.1 platform with Avaya PBX and in our routing Exception configuration, we are forwarding the calls to third party by 2 step transfer.

When the call is given to third party the welcome message starts in the middle which means by the time IVR queue action set to answered , the third party starts playing its IVR but is not heard by customer.

Please suggest if there is any other method of transfer which will not over ride the welcome prompt of third party

I have posted the IVR logs below:

2016/06/15 13:58:12.252672 QueueVQ_VRP  took 0000.13 seconds
2016/06/15 13:58:12.252809 Two part transfer to DN: 900XXXXXXXXXXX
2016/06/15 13:58:12.265763 CallConsultInit : RequestID=00006375
2016/06/15 13:58:12.848870 CallConsultInit GetReply : Result=01, Reply=Dialing
2016/06/15 13:58:12.849321 Dialing event received.
2016/06/15 13:58:12.862418 Get Event Name : RequestID=00006376
2016/06/15 13:58:12.979029 GetCallInfo: GetReply : Result=01, Reply=EventDialing
2016/06/15 13:58:12.979319 Time to Transfer: 0
2016/06/15 13:58:13.993627 Get Event Name : RequestID=00006377
2016/06/15 13:58:14.058553 GetCallInfo: GetReply : Result=01, Reply=EventDialing
2016/06/15 13:58:14.058765 Time to Transfer: 1
2016/06/15 13:58:15.072962 Get Event Name : RequestID=00006378
2016/06/15 13:58:15.137043 GetCallInfo: GetReply : Result=01, Reply=EventEstablished
2016/06/15 13:58:15.137247 Time to Transfer: 2
2016/06/15 13:58:15.137370 UDataAddKVP: Key=IVR_VQ  value=VQ_Third_Party
2016/06/15 13:58:15.150687  .. Request ID=00006379
2016/06/15 13:58:15.268716  .. Result=01 Reply=OK
2016/06/15 13:58:15.268897 UDataAddKVP: Key=IVR_QUEUE_ACTION  value=ANSWERED:02
2016/06/15 13:58:15.282207  .. Request ID=00006380
2016/06/15 13:58:15.409178  .. Result=01 Reply=OK
2016/06/15 13:58:15.409334 UDataAddKVP: Key=IVR_EXT  value=IVR
2016/06/15 13:58:15.422965  .. Request ID=00006381
2016/06/15 13:58:15.540425  .. Result=01 Reply=OK
2016/06/15 13:58:15.553523 QueueVQ_VRP RouteStart : RequestID=00006382
2016/06/15 13:58:15.773899 QueueVQ_VRP GetReply : Result=1 , Reply=RouteType Default
2016/06/15 13:58:15.774097 QueueVQ_VRP  took 0000.24 seconds
2016/06/15 13:58:15.787193 CallConsultTransfer : RequestID=00006384
2016/06/15 13:58:15.787804 Call ended

[nonny]

Why 2 step?

Sent from my SM-N9005 using Tapatalk

[nonny]

Are you doing something that sends dtmf to the third party IVR?

Sent from my SM-N9005 using Tapatalk

[Campfire]

Hi Nonny,

Don't think any DTMF being sent. Just forward the call to third party IVR.

Any other option other than 2 step transfer?

I tried Grioss Transfer which is available although am not sure what that means. Issue remains the same.

[cavagnaro]

Where is that transfer made? Strategy?  The transfer is done by PBX. As said, why two steps? Just do a single step transfer.

Enviado de meu E6633 usando Tapatalk

[Raja Sekhar]

Single step transfer is the right solution.

Because, in Two step , when agent initiates the First step of transfer by Holding customer , It means the communication is established and Third party starts playing Message, it does n know if this is first step or second step.

[Campfire]

Hi Rajasekar

Thanks for the info but the Transfer here is not made by agent instead it is done via CIM_Control DB.

I suppose the gateway is taking more time to connect the call between third party & Customer and the IVR appears to be not played completely.

Am just checking with third party if they could delay their welcome prompt and will post any findings.