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 Circle-Plus icon to add the call. This would be used for a warm transfer.  The call is connected and you will speak with a live agent before the transfer.

  • Click the blue Arrow icon to cold transfer the call.  The call will immediately transfer and disconnect you from the call.

3

Click TRANSFER

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

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