Hi,
Can u pl provide me knowledge on how to transfer a call from Genesys Softphone to a different VAG?? Need to know both single step transfer and two step transfer.. Since there is no documentation for softphone am finding it difficult to bring about this. There is a tab called ‘control route point’ in softphone. is there anyway we can route the call to a different Route point DN and from there execute a strategy to target a VAG.. Experts pl help me out..
Also want to know if we can call a *8 number and perform take back and transfer when call is ringing on a softphone??
You would need a Routing person in your team to help out for sure.
but Basically… you are right… Softphone can dial a route point… which is in the same environment as your agent extension, and a strategy loaded on it can be executed to route the call to a different VAG.
Hi S,
Thanks for your post. But, pl can u tell me how it is possible.. The biggest problem am facing is lack of documentation for ‘genesys softphone’ and am totally unaware of how to dial a RP from softphone.. 
just as you would dial any other extension…softphone just will do what your agent would do manually, no magic