Genesys warm call transfer times out and fails

[markman]

We have Genesys T server connected with CUCM 6.1.5.  An inbound call to Genesys is answered, the agent initiates a warm transfer to another agent on a different ACD queue.  If that hold time takes longer than 30 secs, then the warm transfer is lost, and the original caller continues on with original agent.  If the warm transfer occurs quickly, 10-20 secs, then the agent A can complete the warm transfer to agent B with no trouble.  We cannot figure out what timer is causing this call to end, we want the warm transfer to take as long as possible since it takes awhile for a call to ACD queue B to be routed to agent B. Anyone seen this before and know what timer may be expiring ?

[cavagnaro]

Check your PBX settings, Genesys has nothing to do with call control on low level as this case

[Adam G]

Agree with cav - There may be a "timeout route" on either the ACD Queue or some other parameter on the Switch.

It is also possible (but unlikely) that your Genesys Route Point ("Queue") configuration contains a similar rule, through a Routing Strategy loaded on it.  This sometimes happens if you are using the [b]same [/b] Queue for Inbound calls (where you want to re-route callers who have waited for more than XX Seconds in the Queue) and Transfers (where you do not want to re-route any Agents with Warm Transfers in the Queue).

I'd check both your PBX/ACD settings for the Direcotry Number in use and also any associated Routing Strategies around your Route Point or (Virtual) Queue.

TT