You pass a caller on in one of two ways:
- Directly: The caller is passed on immediately, without you speaking to the target first.
- With a consultation call: You put the caller on hold, speak to the colleague first and then hand over — or bring everyone into a conference.
There are three ways to do this: the Agent transfer and Skill transfer modules and the dial pad.
| Where | Directly | With a consultation call |
|---|---|---|
| Agent transfer | Double-click the colleague | Shift + double-click |
| Skill transfer | Double-click the skill | Shift + double-click |
| Dial pad | Enter the number, icon for direct transfer | Enter the number and dial |
You only see the two modules if your profile allows Show agent transfer or Show ACD transfer, respectively.
Directly to a colleague
In the Agent transfer module, double-click the colleague’s tile. The conversation goes into their private queue: your call ends, the caller hears hold music, and the colleague receives the call as soon as they are available — only they, no one else. You pass on an email, a fax or a chat in the same way.
If the colleague is not logged in, the double-click starts a consultation call to their extension instead.
The color of a tile shows whether the colleague is currently free:
| Color | The colleague … |
|---|---|
| Green | is free. |
| Blue | is being called; their phone is ringing. |
| Orange | has a call on hold or does not want to be disturbed. |
| Red | is in wrap-up, in an activity, in a call or away. |
| Gray | is not logged in. |
Depending on the profile, the module also shows the other users of the phone system.
Directly to a skill
In the Skill transfer module, double-click the skill. The conversation goes into its queue and to the next free agent — which can be you again if you are available. Meanwhile, the caller hears the flow’s hold music; you are free immediately. You pass on emails, faxes and chats in the same way; comments go with them.
A skill only accepts calls and chats if it is open and qualified agents are logged in. Otherwise nothing happens when you double-click.
| Color | In the skill … |
|---|---|
| Green | a qualified agent is free. |
| Orange | qualified agents are logged in, but none of them is free. |
| Red | it is closed or no qualified agent is logged in. |
Directly to a phone number
- Open the dial pad with Dial.
- Enter the phone number or choose an entry from the address book.
- Click the Call forwarding without consultation icon next to the phone number field.
myContactCenter calls the target and connects the caller as soon as the target picks up. Until then, the caller waits. If the target does not answer, the caller comes back to you.
If the field is empty or the target is a colleague who is not free at the moment, the field turns red, you hear the busy tone, and the Agent reports Call forwarding without consultation failed. The caller stays with you.
With a consultation call
Starting a consultation call
You start a consultation call during the call by
- dialing a number in the dial pad,
- double-clicking a colleague in the Agent transfer module while holding down Shift, or
- double-clicking a colleague in the Agents module.
The caller is put on hold and hears hold music; the target rings. A phone number rings for 30 seconds at most.
Toggling between calls
While the consultation call is in progress, Hold switches between caller and colleague: you talk to one of them while the other waits.
Handing over
Click Transfer. Caller and colleague are connected, and you are free. Transfer already works while the colleague’s phone is still ringing: the handover takes place as soon as they pick up. If they do not pick up, the caller comes back to you.
- If the target is a logged-in agent, the conversation passes to them entirely. It appears in their Agent, they do the wrap-up and can transfer it themselves.
- If the target is a phone number outside the contact center, the conversation ends for you. The list in the Conversations module then shows it as Connected External.
Conference
Click Conference. Caller, colleague and you can hear each other. From then on, a click on Hold puts everyone on hold together.
Canceling a consultation call
Terminate only ends the consultation call, even if the colleague’s phone is still ringing; the caller is connected to you again. If the target declines or does not pick up, the consultation call also ends. The caller then waits until you bring them back with Hold.
Consultation call in a skill
If you want to talk to any colleague in another skill before handing over, double-click the skill in the Skill transfer module while holding down Shift. myContactCenter looks for a free agent there — never you — and delivers the consultation call to them like an incoming call.
- As long as no one has been found, you keep talking to the caller. The list shows the conversation as transferring.
- While a colleague is being called, the caller waits. If the colleague does not answer, myContactCenter tries the next one. If the skill is closed or no one is free, the consultation call waits.
- Once the colleague has picked up, you discuss the case. With Hold you switch between the two; while the colleague is waiting, they hear the flow’s hold music.
- Transfer hands the conversation over to the colleague — even while their phone is still ringing.
Terminate cancels the consultation call. The conversation then stays with you and in its previous skill.
If you are handling several conversations
If you are currently handling several conversations, the Agent asks in the Select conversation window which one you want to transfer.
Listening to a voicemail or a recording cannot be transferred; the Agent then reports Transfer of a playback call is not supported.