Transfer phone interactions to external phone numbers

8x8 Contact Center allows agents to transfer an active phone call to an external phone number.

To transfer a phone interaction to an external number:

  1. During an active call, notify the current caller that you are going to transfer them to another telephone number.
  2. While in an active call on line 1, click line 2 in the Phone tab.
    8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. automatically places the phone interaction on line 1 on hold.
  3. Type a telephone number then click Dial.
  4. After the second party has answered the phone, tell the second party you are transferring a phone interaction to them, then click to complete the transfer. 8x8 Agent Console changes your status to Post Processing.
  5. To transfer the call before the second party answers the phone, click .
    8x8 Agent Console forwards the call, then changes your status to Post Processing.

    Note: If the second party does not answer the call, and the second party does not have a voice mailbox, the call eventually times out and is dropped.

  6. Click End Post Processing to change your status to Available, or click Work Offline if you need more time to complete any post-processing tasks. For information about your contact center's timeout interval, contact your contact center administrator.

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