WDE Call Consult Toggling issue

Genesys Cloud Routing
1

Hi ,

We have a issue in call consult in WDE. The customer and agent 1 is on call. Agent 1 initiates two step transfer. Now customer is put to hold (as agent 1 trying to establish a call with agent 2) . Agent 1 has put the call to Route point only and and all the agents are busy. So he could not connect to agent 2 yet and the call leg in WDE says establishing. However the agent 1 couldn’t have option to toggle to customer until the call is established. How could we make the agent 1 to toggle to customer though the call to agent 2 is still establishing ??

2

anybody have experienced this issue please??

3

The agent has still option to resume/retrieve the customer call and put the consult call into hold. No magic there :slight_smile:

4

Hi Kubig,

No atleast in our environment , when the call is trying to establish t o the 2nd agent , the agent 1 couldn’t resume or toggle to customer at all.

5

Hi Kubig,

Retrieving the call will not be a good solution , as he needs to clarify the customer query and he may need to reinitiate the call again.

Is there any possibility to resume customer call from hold when the second call is still establishing

6

So, in that case it seems like PBX limitation as on SIP it working as expected. Check it with your PBX admin. At least on WDE logs level you can see what operations are allowed at any stage, so you are able to check whether the retrieve from hold is possible or not.

In general, on Genesys level it works and is possible to retrieve the call while the consult leg is establishing

7

Hi Kubig,

This is not the PBX restriction as we earlier used to alternate in our customised desktop. I could see InteractionVoiceAlternateCall command in the logs ,but it doesn’t get invoked at all by any buttons in the bar. Is there anything else we need to check ?