Transfer phone interactions

8x8 Contact Center allows agents to transfer an active call to another agent. Before transferring a call, you can check the status of other agents, consult an available agent, or transfer the call blindly without consulting. Alternatively, users of Unified Login and 8x8 Work can connect with an expert in your company for advice via chat. For details on how to connect with your company's experts, see our content on connect with your company's experts using 8x8 Expert Connect.

To transfer an active phone interaction to another agent:

1. During an active call, notify the current caller about the transfer.
2. While in an active call on line 1, click line 2 in the Phone tab.
   8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console automatically places the phone interaction on line 1 on hold.
   
3. Click the Agents tab to see a list of agents currently logged in to 8x8 Agent Console and their current status.
   You can consult an available agent before transferring the call, or transfer blindly. You can consult the agent by phone or chat.
4. To consult the second agent before transferring the interaction:
   1. Make sure you have switched to line 2.
   2. Select an agent from the list, and click to bring up the context menu.
   3. Initiate a call or a chat with the agent by choosing Make a call or Start a chat.
      
   4. Inform the agent you are transferring a phone interaction to them, then click to complete the transfer.
      8x8 Agent Console submits a new phone interaction to the selected agent, then changes your status to Post Processing.
5. To transfer the interaction without first speaking to the second agent, select an agent, then click Blind Transfer.
   8x8 Agent Console sends the phone interaction to the selected agent, then changes your status to Post Processing.

   Note: If the second agent does not answer the phone, and the agent does not have 8x8 Contact Center voicemail, then the call is dropped after the timeout period.

6. Click End Post Processing to make your status 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.

8x8 Contact Center allows agents to transfer an active call to another phone queue. Before transferring an active call to another queue, the agent handling the call should check the status of the destination queue and then transfer.

To transfer an active phone interaction to a different queue:

1. During an active call, notify the current caller that you are going to transfer them to another department.
2. Open the Phone tab, then click the Queues tab.
   8x8 Agent Console does not place the phone interaction on line 1 on hold.
   
3. Choose a queue, and click .

   Note: Agents may experience some delay in accessing the entire list of queues whether or not they are part of them. An exclamation symbol next to the Transfer button indicates the partial loading of the queues. Depending on the number of queues and their sizes, it may take some time for the entire list to load.
   

   8x8 Agent Console transfers the phone interaction to the selected queue, then changes your status to Post Processing. The transferred call stays in the queue until answered by an available agent in the queue.
   

   Note: If you wish to transfer to an unattended queue, you receive a warning about the non-availability of agents, or you may be blocked from transferring. You can disable the warning message by selecting Do not show this message again only if your 8x8 Contact Center administrator has given you the right permission. Disabling the warning message prevents you from receiving this message again. Click Continue to transfer the interaction.
   

4. 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.

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 Console automatically places the phone interaction on line 1 on hold.
3. Type a telephone number then click Dial.
   • In the United States, type <1> before the area code.
   • If 8x8 Agent Console prompts you to choose a Transaction CodeThe Transaction Codes feature enables agents to supply supplemental information about the reason for or outcome of an interaction. Transaction codes provide enhanced metrics or enable the calling line ID on an outbound call to be modified. For example, transaction codes could be created for different categories of sales activities such as Initial Contact, Prospect, Customer Satisfied, and so on., choose a code from the list, and click Save.
     For details, see our topic on selecting transaction codes. Ringing appears instead of Dial, indicating that 8x8 Agent Console has called the number.
     
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.