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Transferring a Phone Interaction to another Agent

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 a call, you can check the status of other agents, consult an available agent before transferring the call blindly without consult.

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

Figure 26: Transferring a call to another agent

To transfer an active phone interaction to another agent:

  1. Announce the transfer to the current caller.
  2. Click the line 2 telephone button in the Phone tab.

    The Agent Console automatically places the phone interaction on line 1 on hold.

  3. Click the Agents tab.

    The Agents tab lists agents currently logged in to the Agent Console with their current status. You can consult an available agent before transferring the call or transfer blindly. You can consult the agent by phone or via 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.

      After the agent answers the call, the Transfer Lines button gets enabled.

    4. Inform the agent you're transferring a phone interaction to them, then click Transfer Lines to complete the transfer.

      The 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.

    The Agent Console sends 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 has Virtual Contact Center voicemail, then the call is sent to the agent's voicemail.

    If the second agent does not answer the phone, and the agent does not have Virtual Contact Center voicemail, then after the timeout period, the call 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. For information about your contact center's timeout interval, contact your contact center administrator.

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