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Transferring a Phone Interaction to another Phone Queue

Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. allows agents to transfer an active call to another agent or a queue. An agent has access to two telephone lines from the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. which enable transferring and joining two calls. Before transferring an active call to another queue, the agent handling the call should check the status of the destination queue and then transfer.

shows the Control panel tools you use to transfer a phone interaction to a different queue.

To transfer an active phone interaction to a different queue:

  1. Announce to the current caller that you are going to transfer them to another department.
  2. In the Phone tab, click the QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. tab.

    The Agent Console does not place the phone interaction on line 1 on hold.

  3. Choose a queue and click Transfer.

    The 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.

  4. Click End Post Processing to make your status Available or click Work Offline if you need more time to complete any post processing tasks.

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