AI-generated summary
Genesys Cloud enables agents to perform consult transfers during ACD calls, allowing them to speak with intended recipients before completing transfers. The feature requires specific permissions including Analytics Queue Observation, Routing Queue Search, and various Conversation Communication permissions for transfers to agents, external contacts, or queues.
The platform provides dynamic search functionality that displays matching users, queues, and external contacts as agents type, with filtering options for each category and the ability to view queue statistics including available agent counts and estimated wait times. Agents can select specific phone numbers for contacts with multiple numbers and search by agent skills, such as language capabilities.
During consultations, agents manage separate call controls for both the original caller and consulted party simultaneously through dual control sets—top controls for the original call and bottom controls for the consultation. Available controls include hold, mute, secure pause, resume, and transfer functions positioned separately for each call. Agents can place either party on hold independently, use a numeric dialpad for number entry, and mute or unmute microphones as needed.
Key consultation capabilities include resuming conversations to bring original callers back into discussions, converting consultations into ACD conferences, disconnecting from consulted parties, and transferring calls to connect original callers with consulted parties while exiting the conversation. The system includes safeguards requiring explicit recipient selection before transfer to prevent call loss. Consultations are limited to three parties, with only one consult permitted per call, and the consulted party cannot perform additional consults. Available controls vary based on organizational configuration, and consultations officially begin when the consulted party joins the conversation.