Cannot find Internal target when trying to make a call using Workspace

Genesys Cloud Routing
1

Hi,

Can anyone please shower me some hint on why i am not able to see the internal targets (Extension DNs) when i search from the Workspace Team communicator?

I wanted to make a call between 2 agents using the workspace (8.5). However, when i search for the number i cannot find any result.

I am able to make call to Route point from the Workspace. But not the extension DNs. I checked the privileges for the agents and they can make call. Please someone enlighten me on where to troubleshoot this.

Thank you
Best Regards

2

You have to search for the agent name.

3

Thank you for the response.

Even with agent name i cannot make call. I can just see that agent name and a “favourite” button, there is no “call” action.

I can make search and make calls to Agent group and Route point only. :frowning:

4

It will have something to do with your intercommunication options in Workspace

In order to transfer between agents WS needs to know how to perform the transfer. You can configure it to go via a route point (invisibly) or a direct target to the agent.

5

Missing StatServer connection? You should see the agent state when searching.

6

It could be permissions also. Does the transferring agent have visibility of the target agent, as well as their extension DN within the switch?

7

It could be caused by permission, but in general it is caused by incorrect configuration on application object level (missing connection to the statserver,incorrect intercommunicator configuration, etc.)