Transferring open media contacts

Open media interactions can be transferred to queues or other agents within a contact center.

To receive transfers, devices must be enabled to handle the interaction’s media type. Agents who are logged out, in DND, Offline (WEB), or whose presence is unknown cannot receive transferred open media interactions. Agents who are either in Busy/Make Busy or at their open media Workload limit can receive transferred open media interactions.

Note:

You may transfer interactions only if you have the appropriate permissions.

To transfer an open media interaction
  1. Click Inbox and select an open media interaction or hover over the item avatar and click Accept.

    To transfer directly from the queue, click Queues,

    To transfer from the Cases page, under Interactions tab, select the inqueue chat and click Goto icon. The Queues page is displayed. You can now transfer the chat from the Queues page.

  2. Select the open media interaction or hover over the item avatar and click Transfer icon.
    Note:

    Optionally you can select multiple interactions from the Inbox or the Queues page and click Transfer. The Transfer window is displayed. The list of available Employees and Queues are displayed in the Results section.

  3. To transfer to an agent, in the Transfer window click Employees, select an employee from the list and proceed to step 5.
  4. To transfer to a queue, in the Transfer window click Queues and select a queue from the list.

    To search queues, type the name of the queue in the Search field.

  5. To transfer the open media interaction, select the name of the appropriate person or queue.
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