Transfer a Call to a Specific Agent

You have to consider the following before transferring a call to a specific agent:

  • For blind transfer, the agent must be in the available state.

  • To receive a consult-transfer, the target agent must be in Available or any idle state when you initiate the consult request.

To transfer an active call to a specific agent:

Procedure

Step 1

In Agent Desktop, click Transfer.

The Transfer Request dialog box appears.
Step 2

In the Transfer Request dialog box, select Agent.

A list of available agents appears.
Step 3

Select an agent from the drop-down and click Transfer.

The system transfers the call to the selected agent and the WRAP UP page appears.

For more information, see Wrap-Up Voice Communication.