Unable to transfer chat in own group
We've recently started using Oracle for web chat and have come across a major issue- our users cannot transfer a chat within their own profile group. Basically we have two separate areas of our business using the system- Customer Services and Business Support.
I've enabled the Conference/Transfer to Other Groups option for our Customer Service users. This allows then to see the transfer option which was previously greyed out, but only shows agents on the Business Support side, not in Customer Services. We definitely had agents in Customer Services logged in and available if the chat were to be transferred.