An agent can transfer a call to another agent upon customer request or knowing that the other agent may have more knowledge answering the customer's question. A agent has access to two telephone lines from Phone tab, which allows transferring the calls. Before transferring a call, you can check the status of other agents, consult an available agent, or transfer blindly without consulting.
Virtual Contact Center allows agents to transfer an active call to another agent, a queue, or an external phone number:
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