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Transferring Phonecall Activities

You can transfer phonecall activities to other agents in a few different ways. You can transfer the call directly to the other agent. You can also consult the other agent before transferring the call.

To transfer an active call:
  1. In the call panel, click the Transfer Call transfer call button button. 
  2. In the Direct Transfer window, select one of the tabs at the top:
    1. Agent List: Search for an available agent in the system.
    2. Dial Pad: Dial the person’s number in the dial pad. This can be an agent’s number or the number of an external expert.
  3. Click the Transfer button.
To transfer a phonecall activity:

  1. In the Inbox toolbar, click the Transfer button. You can also select Transfer from the More button in the Call Log pane.

    The Transfer Activities window appears.

  2. In the Transfer Activities windows, select if you want to transfer the phonecall activity to another agent, queue, or a department. From the list of available agents, queues, or departments select the one to which you want to transfer the phonecall activity. Before transferring the activity you can change the priority of the activity and can add notes to the activity.

  3. To change the priority of the activity select the option, Change the priority of these activities, and from the dropdown list select the priority.

  4. If you are transferring a pinned activity, then select the Transfer pinned activities option, to unpin the activity before transferring. If you do not want the activity to be re-assigned to you by the system, then clear the Allow these activities to be re-assigned to me by the system option.

  5. Lastly, if you want to add a note to the activity, click the Notes button and in the Notes window that appears add the note and click the OK button.

  6. Click the Transfer button to transfer the activity.

Related Topics

  1. Adding People to Call