Transferring A Voice Contact - Avaya Interaction Center User Manual

For more complete information on handling two simultaneous phone calls, see
Voice Contacts," on page

Transferring a Voice Contact

At certain times, you may need to transfer a voice contact to another agent who is more qualified
to handle it or to your supervisor to handle a customer who needs more attention.
You use the Unified Agent Directory (UAD) to transfer calls. The UAD opens with the following
information:
The location name assigned to your contact center is displayed in the Site drop-down menu.
n
The other site names so that you can transfer a call to agents at other locations.
The telephone number of the current contact is displayed in the Current Tasks field. This field
n
lists all of your currently active contacts. When you complete a contact, it is removed from this
list.
Note: Always tell the customer that you are transferring them before proceeding.
Transfer Options
The UAD provides the following call transfer options:
Blind Transfer – To transfer the call and have the telephone contact removed from your Phone
n
task list immediately. The call waits in a queue until the agent to whom you transferred the call
is available to answer it.
Conference – To transfer the call, have the ability to remain on the call with the customer and
n
the selected agent, and have the ability to add other agents to the call.
Cons Transfer (Consultative Transfer) – To transfer the call and have the ability to speak as you
n
transfer the telephone contact. You can introduce the customer to the other agent and explain
the nature of the call.
You can transfer a call to:
A queue, which is a group of agents with similar skills, to route the transfer to anyone currently
n
available in that queue
A specific agent
n
n An agent with a specific skill, such as someone who speaks a particular language or supports a
particular product
Multiple agents, by conference call
n
Note: If you want to transfer a call to someone with a particular skill, use the Find option instead
of the following procedure. See
Caution: When using Outbound Contact, do not transfer a call to another outbound agent or
!
create a conference call. See
86.
"Looking Up Agents with the Find Option," on page
"Caution About Transferring a Call," on page 190
Handling a Basic Voice Contact
"Handling Two
62.
for information.
Issue 1.0 June 2002 77