Nortel Networks BCM50 3.0 manual Transferring calls, To transfer a call

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Chapter 2 Intelligent Contact Center Agent 23

Transferring calls

If you have a caller who needs to talk to another person or is routed to the wrong skillset, you can transfer the call. Do not use the Call Park feature.

To transfer a call

1Press ≤‡‚, or TRANSFER on a two line display telephone.

2Enter the extension of the person or skillset.

3Press ®, or JOIN on a two line display telephone.

Intelligent Contact Center Agent Guide

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Contents Intelligent Contact Center Agent Guide Trademarks Task List Task List NN40040-101 Contents Contents NN40040-101 About CallPilot About this guideAudience Symbols and text conventions Feature Getting started NN40040-101 To log on from a two-line display telephone Logging on to CallPilotTo log on if you are taking only browser calls Logging on to Multimedia Contact CenterTo log on from a one-line display telephone To log on if you are taking only voice callsTo log off from a one-line display telephone Logging off CallPilotWhat you should log on to To log off from a two-line display telephoneTo change your password from a one-line display telephone Changing your agent passwordTo change your password from a two-line display telephone Log on Using Feature CodesActivity Codes Supervisor HelpDisplay Waiting Calls To have an Activity Code sessionNot Ready Using Display Waiting Calls with a memory buttonTo Display Waiting Calls Programming Not Ready to a memory button To use Not ReadyAudible Notification Interval Record a CallProgramming a memory button To program a feature to a memory buttonMemory button indicators Using Automatic Answer Other CallPilot featuresTo transfer a call Transferring callsSilent Monitor Viewing call informationImportant considerations about using features Checking skillset mailboxes for messages Skillset mailboxesTo play messages in a skillset mailbox Follow-me browsing Multimedia CallPilot agents only