Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: maloy1222 on April 26, 2017, 10:17:15 AM

Title: One Way Voice during Transfer/Consultation initiation
Post by: maloy1222 on April 26, 2017, 10:17:15 AM

Agent1 @ DN1 dials to customer and talks --> dials Routing Point (RP) for consultation call --> Customer goes on hold --> RP selects free agent (agent2 @ DN2) --> Call accepted by DN2 --> Agent1 is audible to Agent2 but Agent2 is not audible to Agent1 --> Agent1 clicks on Transfer Complete --> Customer is patched to Agent2 and Agent1 is free to dispose the call.

Need to know why Agent2 is not audible to Agent1 before Transfer Completes. Is there specific configuration needs to be done for initiating consultation calls.

Title: Re: One Way Voice during Transfer/Consultation initiation
Post by: cavagnaro on April 26, 2017, 01:11:45 PM

Voice means RTP, which translates to network. Probably something is blocking the traffic between those 2 parts.
Check your network with your guys.

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