Hello,
I am trying to solve a problem regarding forwarded calls.
Scenario: Agent A forwards a caller into another queue (connect-queue) so agent B can take over:
We have a script which can display relevant caller data of the current caller to agent A during the call. However, if Agent A forwards the call into a connect-queue, Genesys assumes Agent A as the "new" caller, therefore agent B will not be able to see the caller data.
Is there a way to either change the "caller" of connect-queues/forwarded calls back to the original caller or to retrieve the caller ID/number from the original call, so agent B will have all relevant information as well?
Thank you.
Best regards
Nicolai