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NN44400-114 Contact Center Agent Desktop 2 December 2010 33
Telephony
Transferring a call
You can transfer a call to another agent using a supervised transfer or a blind
transfer. In a supervised transfer, the call is placed on hold, and you speak to the
third party before you complete the transfer. In a blind transfer, which is the
default option, you transfer the call without speaking to the third party.
Attention: The blind transfer option on Agent Desktop toolbar is greyed out in
a SIP-enabled contact center. However you can complete the transfer before
the third party answers the call (perform a blind transfer) using the steps in this
procedure.
Attention: If you are transferring a call to a voice mail system, you must
ensure that the correct DTMF tones are transferred to the voice mail system.
Procedure steps
Step Action
1 On the work item, click Transfer.
2 In the Transfer window, Supervised Transfer is automatically selected.
3 In the Number to Transfer box, type the number to which you want to transfer
the call.
The active call is placed on hold and a call is placed to the third party. While
you speak with the third party, the Transfer and Hold buttons on the phone both
flash to indicate that you have a customer on hold and that you must complete
the transfer.
4 Before the third party answers the call, click OK.
The call is transferred to the third party and is dropped from your phone.
--End--
Conferencing in another agent
Conference in another agent if you want to speak to your customer and another
agent.
Procedure steps
Step Action
1 On the work item, click Conference to place the customer on hold and open
the Conference window.
2 In the Conference window, in the Number box, type the number of the agent
to conference into the call.
3 Click OK to begin the conference.