Transferring calls
You can transfer calls to internal and external destinations. Internal transfer destinations include destinations programmed in the voice media server or in a cluster of voice media servers. External transfer destinations include dialable numbers not programmed in the voice media server or in the cluster of voice media servers. For example, agents in the Support queue receiving calls concerning account renewals can transfer these calls internally to the Sales queue, or agents can transfer calls externally to a supervisor’s cell phone.
To receive transfers devices must be enabled to handle the interaction's media type.
Agents who are logged out, in DND, Offline, or whose presence is Unknown cannot receive transferred calls, but the call can be transferred to their voicemail. Agents who are either in Busy/Make Busy or at their call Workload limit can receive transferred calls.
- You cannot transfer calls on hold. Hold must be removed before the call can be transferred.
- You may transfer interactions only if you have the appropriate permissions.
- Blind transfer calls to a voice-enabled employee or queue
- Blind transfer calls to a dialable number