Common agent functions on Agent Desktop
Transferring a call
You can transfer a call to another agent in your contact center. You can perform a supervised transfer or a blind transfer. In a supervised transfer, the call is placed on hold, and you speak to the third party before completing the transfer. In a blind transfer, which is the default option, you transfer the call without speaking to the third party.
Procedure steps
Step Action
1On the telephony toolbar, click Transfer.
2In the Transfer window, Blind Transfer is automatically selected.
3In the Number to Transfer box, type the number to which you want to transfer the call.
If you select Supervised Transfer, the active call is placed on hold and a call is placed to the third party. While you speak with the third party, the Transfer and Hold buttons both flash to indicate that you have a customer on hold and that you must complete the transfer by pressing the Transfer button.
4Click OK.
The call is transferred to the third party and is dropped from your telephone. The call timer stops.
Conferencing in another agent
Conference in another agent if you want to speak to your customer and another agent from the contact center.
Procedure steps
Step Action
1On the work item, click Conference to place the customer on hold and open the Conference window.
2In the Conference window, in the Number box, type the number of the agent to conference into the call.
3Click OK to begin the conference.
4Speak with the agent, if necessary, before you conference in the customer.
5Click Conference again to take the customer off hold and conference in the customer and the other agent.
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