To perform a supervised transfers

  1. Click Inbox and select a call or hover over the item avatar and click Accept.
  2. Select the call or hover over the item avatar and click Transfer.

    Transfer window lists all the numbers from available queues, employees, external, or Active Directory contacts.

  3. To select a contact to transfer the call, hover over the contact. This enables the Blind Transfer and Consultation Call buttons.
  4. Hover over the Consultation Call button to list the dialable numbers associated with the contact.
    • If the contact has only one associated dialable number, you can select the dialable number or click on the Consultation Call button to transfer the call.
    • If the contact has more than one dialable number, select a dialable number to transfer the call.

    The call now is ringing the other party and the caller is placed on hold.

  5. Before the other party accepts the transfer, you can do the following:
    • Click Cancel Transfer to cancel the call with the other party whom you consulted and connect back to the caller.
    • Click Complete Transfer to complete the transfer.
  6. After the other party accepts the transfer, you can do one of the following:
    • Click Cancel Transfer to cancel the call with the other party whom you consulted and connect back to the caller.
    • Click Complete Transfer to complete the transfer.
    • Click Conference to connect the three parties together.
    • Click Swap to swap the hold. (Applicable to MiVB only).
    • Click Hold to put both parties on hold. (Applicable to SIP only).
    • Click RemoveHold to remove hold. (Applicable to SIP only).

    After you leave the call, the conversation will stay in your inbox if a Work Timer applies to it.

Initialize Conferencing calls

While you are on a call with a customer, you can invite other parties into the call to create a conference. You cannot transfer a call that is in a conference. You can hang up to leave the conference or put the call on hold, muting the person who puts it on hold, and keeps them from hearing the conference. Other parties in the conference can also invite others to the conference.

You can initiate a conference through a supervised transfer. See the “Transfer calls” section for details.

To create a conference call
  1. While on a call, click the Invite button. The Invite window opens.
  2. In the Invite window, you can search and filter to find the required contacts from the available queues, employees, or external or Active Directory contacts.
  3. Click the avatar. You can include up to five parties in a conference call.

    The first agent who answered the call will be in ACD state during the conference and if the call was transferred to another agent, the second agent will be in Non ACD state. You can view all the participants of the conference under the Participants list in Ignite.

Parent topic: Performing in-call actions
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