Transferring An Email Contact - Avaya Interaction Center User Manual

Transferring an Email Contact

In most cases, you try to help your customers yourself (see
page 100). But in some cases, you may not be able to handle a customer's problem. In those cases,
you may want to transfer the email contact to another agent or supervisor. When you transfer a
contact, it is removed from your task list, and it is no longer your responsibility.
To transfer an email contact:
1 If you are not viewing the email you want to transfer in Email Preview mode, click the Preview
tab.
2 Click the Transfer button in the email toolbar.
The UAD is displayed in Email Transfer mode. This mode makes it easier for you to find and
add email addresses.
3 If you are certain that you know the email address of the person to whom you want to transfer
this contact and do not need the UAD to help you find it, you can enter the address in the To
field and then click the Blind Transfer button. The email is transferred.
4 If you want to transfer this email to a person with a particular skill, for example to someone
who speaks a particular language or supports a particular product, use the Find option instead
of the Queues or Agents tabs described in the following steps. See
the Find Option," on page
click the Blind Transfer button. The email is transferred.
5 Queues tab – If you want to transfer this email to a queue, click the Queues tab if it is not
already selected. Then select the name of the queue from the list on the left side of the window.
6 Agents tab – If you want to transfer this email to a person, click the Agents tab or the
appropriate workgroup contact list tab. Then do the following:
a If the person you are looking for does not belong to the tenant or workgroups that are
displayed in the box on the left side of the UAD, make an appropriate selection from the
Site drop-down menu. If you are not certain which site the person belongs to, select All
Sites.
b Navigate through the tree structure on the left. Click the plus icon (+) beside the name of
any tenant or workgroup to display its contents. Use the scroll bars as necessary to see more
information.
c When you find the name of a person you want to transfer this email to, double-click the
name to move it to the right side of the window.
7 If you want, add a comment to the agent who will receive this contact in the Transfer Comment
box.
62. When you entered the agent or queue on the right side of the hen
Note: If you need to delete the name that you moved to the right side of the window,
double-click the name again to move it back to the left side.
Transferring an Email Contact
"Using Resources in Email," on
"Looking Up Agents with
Issue 1.0 June 2002 105