Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on September 22, 2025, 10:15:36 AM

Title: Allow internal transfer when agent is in not ready state.
Post by: PFCCWA on September 22, 2025, 10:15:36 AM

Hello,
Has anyone managed to allow internal transfer calls (instant or consult) when receiving agent is in not ready state?
in our case, receiving agent has agreed to the transfer, agent1 with call performs transfer but call does not route.
if receiving agent2 changes state to ready they receive call.
there are reasons this wont always work ie if we have queuing calls, they will route to agent2 if they become ready.
Checked WDE (v8.5) and SIP Server (v81) options which sound like they would allow it but doesnt work.
thanks,

Title: Re: Allow internal transfer when agent is in not ready state.
Post by: catanirex on September 29, 2025, 02:14:05 PM

If the internal call is made via routing you can use the ForceRoute block for these calls. Have you tried that?
You can also create a custom NotReady code ("Agreed to take call when in NR") and check if agent is in that specific state, and only the do the Force Route.

Title: Exploring Genesys CTI's Limitations in Real-Time Analytics.
Post by: Danielpoope on October 15, 2025, 06:24:26 AM

I believe that while Genesys CTI offers robust solutions for call management, its capabilities in real-time analytics could be significantly improved. What if we could harness AI to not only analyze data but also predict customer needs before they even articulate them? Would this shift our approach to customer service from reactive to proactive, and what challenges might arise in implementing such technology?