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How do I call, transfer, or conference with someone in my company?
The Voice Interaction window enables you to transfer your current voice call to another party. The other party might be another agent or an agent skill. Your administrator will give you a list of queues and skills to which you can transfer calls. Agent skills might include a different language, specific product knowledge, or a higher level of security.
There are two types of call transfers, a consultation transfer and an instant transfer. In a consultation transfer, your current call is put on hold while you talk to the person to whom you want to transfer the call. In an instant transfer, the call is transferred as soon as the other party accepts the call.
To transfer a call, use the Team Communicator in the interaction view to find your transfer target. Type in the name of another agent or an agent skill, then select your target from the results list.
How to transfer your current call
Click the Instant Voice Transfer button to open the Team Communicator to find the internal target (another agent or a skill) to whom you want to transfer the call.
Click the Action Menu drop-down list that is displayed next to the name of the internal target to whom you want to transfer the call and select Instant Voice Transfer. When you do this, your contact is put on hold. When the internal target accepts the interaction request, the interaction is instantly transferred to the transfer target. The interaction window on your desktop closes.
If the transfer target does not accept your request, the transfer request is released, but your contact is still on hold. You must click the Resume Call button to take your contact off hold.
If the transfer target is busy (not Ready or logged off), you can transfer to voicemail if this feature is available.
Transferring a call to a skill
In some contact centers, agent accounts are coded with the specific skills that each agent possesses. For example, some agents in a company might speak different languages, have particular product expertise, or have a higher level of security clearance. These are all skills that might be associated with an agent's account.
You might be handling a call that requires an agent who has a skill that you don't have. You can help your caller by transferring the call to another agent who has the particular skill that is needed. Instead of remembering all the different skills that everyone in your contact center has, you might be able to transfer calls to a skill instead of a specific person.
If your administrator has enabled this capability for your contact center, when you open the Team Communicator, enter the name of the skill instead of the name of an agent. Click the Action Menu drop-down list that is displayed next to the name of the skill to which you want to transfer the call and select Instant Voice Transfer. When you do this, your contact is put on hold. When the internal target accepts the interaction request, the interaction is instantly transferred to the transfer target. The interaction window on your desktop closes.
Sometimes, no one with the skill you want to transfer the call to is available to take the call. If your administrator has set up Workspace to display the number of available agents with the skill you entered, then you will see a message underneath the skill name that tells you how many agents are available. If there are no agents available, you might have to wait to transfer the call.
How to transfer your current call to an IVR
If your company uses Interactive voice response (IVR) technology to play recordings to your customers, often to collect information from them, such as credit card numbers or other secure information, your adminstrator creates IVR transfer targets that you access by using Team Communicator.
Your supervisor will provide you with the names of IVR transfer targets and explain to you when to use them. They are displayed to you as Corporate Favorites () when you seach for them in Team Communicator.
Click Show and Search my Favorites () to show only contacts/internal targets that are flagged as favorites.
IVR transfer targets might be part of a workflow where you transfer your customer to an IVR that collects account information from your customer before returning the call to you. IVR targets might also play announcements or other information to your cumstomer.
Example Use Cases
This feature is useful in many scenatios.
- If you need the caller's credit card number. Instead of you taking the number, you might be required to transfer the call to the IVR to prompt the caller for the information.
- If you need to explain terms and conditions. Instead of you reading the information, you can transfer the caller to the voice page so the caller can hear the information and then be returned to you to continue the call.
How do I make an internal call?
The Voice Interaction view enables you to call another agent or internal target (such as an agent or a skill). Use the Team Communicator to find an internal target.
In the Internal Target Action menu, select Call <target name>. If the internal target accepts your invitation, the status in the Voice Interaction view changes to Connected. You can now talk to the internal target.
You have access to the same controls and functionality when you are talking to an internal target as when you are talking to a contact. You can do the following:
- Check the call status.
- Perform call actions, such as ending the call, putting the call on hold, or transferring/conferencing the call. Refer to Voice Interactions for a list of additional actions and limitations.
How do I call another agent while handling an interaction?
VCC Agent Desktop enables you to handle more than one voice interaction simultaneously. For example, you can put an active call on hold and launch a new voice interaction. This is done, typically, to consult with another agent or internal target to whom you do not intend to transfer or conference the active call.
If you start a new voice interaction, the original active call is put on hold, and you are connected to the internal target. To resume the original call, select the Resume Call button on the original voice interaction window.
While the original call is on hold, you can connect to the internal-target call. The standard call actions are available.