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NN44400-120 Offsite Agent User Guide 26 November 2010 41
Common agent functions on Agent Desktop
Transferring a call
You can transfer a call to another agent in your contact center. You can perform 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 completing the transfer. In a blind transfer,
which is the default option, you transfer the call without speaking to the third party.
Procedure steps
Step Action
1 On the telephony toolbar, click Transfer.
2 In the Transfer window, Blind Transfer is automatically selected.
3 In the Number to Transfer box, type the number to which you want to transfer the call.
If you select Supervised Transfer, 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
both flash to indicate that you have a customer on hold and that you must complete the
transfer by pressing the Transfer button.
4 Click OK.
The call is transferred to the third party and is dropped from your telephone. The call
timer stops.
--End--
Conferencing in another agent
Conference in another agent if you want to speak to your customer and another agent
from the contact center.
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.
4 Speak with the agent, if necessary, before you conference in the customer.
5 Click Conference again to take the customer off hold and conference in the customer
and the other agent.
--End--