Cancelling Consult Transfer interaction doesn't work (Embeddable Framework & Browser Extension)

[jcp]

Hi,
Customer support suggested I open this issue in the dev forum:

Customer is running Private Embeddable Framework and are encountering an issue with consult transfer cancellation.
ref: Consult transfer a call - Genesys Cloud Resource Center

When performing a Consult transfer to a queue (and the same occures to a user), if the agent transfering the call wishes to cancel the transfer, the 'cancel' transfer doesn't do anything, doesn't cancel the call transfer.

A solution was provided to the customer:
instead of using the 'cancel' button,

1. select the destination / party to disconnect from
2. press on disconnect
3. transfer is cancelled, agent and caller can resume their call.

Note:

• This issue doesn't exist for the Genesys Cloud Web App (default GUI)
• This same scenario was reproduced in the Chrome Extension (therefore nothing to do with PEF

Cheers,
Jean-Christophe

[Jerome.Saint-Marc]

Hello,

I think there is possibly a misunderstanding on the purpose of the button you have highlighted in your screenshot.
In the doc you referenced, it is mentioned:

7. When you are ready to transfer the call, click Transfer in the call controls. Or you can cancel the transfer.

Note: Clicking Cancel does not cancel the transfer. It only causes the Transfer dialog box to disappear.

To cancel a transfer, do the following steps:

1. Click the interaction that you called.
2. Click Disconnect in the call controls.You remain connected to the original interaction.

-> Clicking Cancel does not cancel the transfer. It only causes the Transfer dialog box to disappear.

-> To cancel a transfer, do the following steps:
1. Click the interaction that you called.
2. Click **Disconnect** in the call controls.You remain connected to the original interaction.

Regards,