Transfer a Call to a Different Queue

To transfer an active call to a different queue:

Procedure

Step 1

In Agent Desktop, click Transfer.

The Transfer Request dialog box appears.
Step 2

In the Transfer Request dialog box, select Queue.

A list of telephony queue appears.
Step 3

Select a queue from the drop-down.

The call is transferred to that queue and routed to the agent based on the routing strategy of the queue. The WRAP UP page appears.

For more information, see Wrap-Up Voice Communication.