Transferring Calls to Agent IDs

Voice & Telephony
1

Hello. I am the PBX administrator for my company but I do not work with the call centers. There is a different group that handles the call center. My question is this…

We recently installed Genesys and we are on an Avaya s8700 series PBX. Since the call center started using Genesys the reps can not transfer calls to each other using their Agent IDs. If they need to transfer a call to another rep, they have to use the physical station extension. If they try to transfer to the Agent ID the call goes straight to voicemail.

This is creating issues beacuase reps have to transfer to the physical extension first and then if that person is not available the call has to be transferred to the Agent ID to get to voicemail.

We have other call centers on the same PBX not using Genesys and they can transfer fine. I need to know if there is a setting missing on the PBX or is there something the call center techs can look into.

Please don’t say they shouldn’t be transferring becuase sometimes they have to. If a customer calls back through the 800 number to check on an application, the call needs to go back to the rep handling that app.

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Hehe, well transfers is not the best but it happens. Now, as now Genesys is the one that is handling the call would be interesting how your PBX techs have configured it, if without Genesys you could do it, with Genesys you should be able to keep the same behaviour unless they are not really logged into your Avaya and using something like Virtual agents (only loged in on Genesys side) and therefore Avaya wouldn’t know where to send the call that was directed as there is no PBX agent on the phone.
If you can post some TServer logs and some configurations we can be more helpful.
Regards

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I am the PBX tech but the call center techs configured Genesys. One thing they configured was “Direct Agent Calling” but I’m not sure why because they didn’t set up a skill to handle DAC. I will see if I can get them to get me some TServer logs as I do not have access to them.

Thank you for the prompt post.

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