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Transferring a Phone Call to an External Phone Number

To transfer a phone interaction to an external number:

  1. Announce to the current caller that you are going to transfer them to another telephone number.
  2. In the Control panel, in the Phone tab, click the 2 telephone button.

    The Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. automatically places the phone interaction on the 1 button on hold.

  3. In the Phone tab, in the telephone text entry area type a telephone number then click Dial.

    The Agent Console dials the number, then changes the Dial button to Ringing ().

  4. To transfer the call after the second party has answered the phone, tell the second party you're transferring a phone interaction to them, then click Transfer Lines to complete the transfer.

    The Agent Console changes your status to Post Processing.

  5. To transfer the call before the second party answers the phone, click Transfer Lines.

    The Agent Console forwards the call, then changes your status to Post Processing.

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

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