Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Reg on September 08, 2011, 02:03:05 PM

Title: Call Transfer using Genesys Agent Desktop 7.2, toggle/alternate failure
Post by: Reg on September 08, 2011, 02:03:05 PM

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?

Title: Re: Call Transfer using Genesys Agent Desktop 7.2, toggle/alternate failure
Post by: René on September 15, 2011, 07:04:40 AM

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.

Title: Re: Call Transfer using Genesys Agent Desktop 7.2, toggle/alternate failure
Post by: Reg on September 16, 2011, 11:45:29 AM

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

Title: Re: Call Transfer using Genesys Agent Desktop 7.2, toggle/alternate failure
Post by: cavagnaro on September 16, 2011, 07:06:27 PM

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

Title: Re: Call Transfer using Genesys Agent Desktop 7.2, toggle/alternate failure
Post by: gen_iex on September 18, 2011, 09:58:44 AM

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

Title: Re: Call Transfer using Genesys Agent Desktop 7.2, toggle/alternate failure
Post by: cavagnaro on September 18, 2011, 06:31:59 PM

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