Transferring calls (DESKTOP)

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.

DESKTOP - Call transfers in Ignite are blind or supervised. In blind transfers, there is no communication with transfer destinations before sending calls. The system transfers the call immediately to the destination and the transfer is completed once the destination answers the call. The system does not monitor the outcome of the transfer. In supervised transfers, you contact transfer destinations before sending calls.

Agents who are logged out, in DND, Offline (WEB), 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.

Call transfers in Ignite are always blind transfers. In blind transfers, there is no communication with transfer destinations before sending calls. Calls are transferred immediately, and the system does not monitor the outcome.

To perform a supervised transfer, you must use MiCollab Client, Contact Center Softphone, Contact Center PhoneSet Manager or Ignite Web. See the MiContact Center Business User Guide for more information.

Note:
  • You cannot transfer calls on hold. Hold must be removed before the call can be transferred.
  • You may only transfer interactions if you have the appropriate permissions.
The following procedures explain how to
  • Blind transfer calls to a voice-enabled employee or queue
  • Blind transfer calls to a dialable number
    Note:

    This option is only available with Click to Call. For more information, see "Contacting agents before transferring calls".

  • Perform a supervised transfer using Merge (DESKTOP)
  • Perform a supervised transfer using Click to Call and Merge (DESKTOP)
    Note: This option is only available with Click to Call. For more information, see "Contacting agents before transferring calls".
To blind transfer a call to a voice-enabled employee or queue (DESKTOP)
  1. When on a call, in the Action bar, click Transfer.
  2. Select the Internal Transfer radio button and select a voice-enabled employee or queue. Expand the device list if necessary. You can search for an internal transfer destination by typing the name of a voice-enabled employee or queue in the ‘Search’ field.
  3. Click Transfer.
    Note: You can also transfer calls from the Conversation window of the active call. Click the Transfer button in the bottom toolbar to initiate a transfer and select the transfer destination as described above.
To blind transfer a call to a dialable number (DESKTOP)
  1. When on a call, in the Action bar, click Transfer.
  2. Select the External Transfer radio button and, in the Transfer To: field, type a dialable number. Enter this number as you would on a phone, including any digits required for outbound dialing.
    Note:

    Invalid entries return an error message. Re-type a valid entry and click ‘Transfer’.

  3. Click Transfer.
    Note: You can also transfer calls from the Conversation window of the active call. Click the Transfer button in the bottom toolbar to initiate a transfer and select the transfer destination as described above.
To perform a supervised transfer using Merge (DESKTOP)
  1. Click New Call. The call to be transferred is put on hold.
  2. Type the name or number of the contact to which you want to transfer the call.
  3. Click Dial Number.

    If the destination does not agree to accept the call and hangs up, on the original call, click Remove Hold.

  4. If the destination accepts the call, confirm with the destination that they can handle the call.
  5. In the Conversation window of the destination, click Merge Conversations.
  6. Click the Hang up button.
To perform a supervised transfer using Click to Call (DESKTOP)
  1. When on a call, in the Action bar, click Transfer.
  2. In the Transfer window, select an available agent.
  3. Select Click to Call  to initiate a voice call.

    Click to Call automatically places the caller on hold.

  4. If the destination does not agree to accept the call and hangs up, on the original call, click Remove Hold.
  5. If the destination accepts the call, confirm with the destination that they can handle the call.
  6. In a Conversation window, click Merge Conversations.
  7. Click the Hang up button.
Parent topic: Performing in-call actions
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