Call transfer

Agents can transfer incoming calls to other agents or to a queue.  They can also transfer calls to any external destination.

This is how you find and use the transfer feature:

  • click on the icon with the person

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  • click in the field "Select contact/application"
  • If you want to forward the call to another agent or have it put back to a call application: search for the person or queue by typing a name or a number and select the result
  • If you want to transfer the call to an external destination, just type the number (including the country code)
  • confirm the transfer by clicking on the arrow next to the search field

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If a transfer is not possible (this could happen if the person you want to transfer the call to just received a call and is busy) you will see an error message

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