Transferring A Call

Agents can transfer or conference in another party to a live call through an external number, a number configured by administrators within the address book, another skill, an available agent, or an unavailable agent.

1

Click ADD CALL

2

Select Who To Transfer The Call To

  • Follow the same steps as the Initiating Outbound Call section to find the agent or skill.

  • Click the phone icon to add the call. A pop up will be displayed asking if it's okay to put the caller on hold, to continue, click proceed.

  • To wait until the agent is connected and speak with them before, would be considered a warm transfer.

3

Click TRANSFER

Clicking TRANSFER will connect the 2 contacts and disconnect you from the call.

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