Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
3-3
CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 3 Processing Calls
Transferring Calls
Transferring Calls
To transfer a call, perform the following steps:
Step 1
Click on the Transfer button. The CTI Dialing Pad dialog box appears.
Step 2
Enter the phone number to be dialed in the Dialed Number field or select a destination from the
pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
Step 3
Optionally, you can click the More button to get the following display.
This display contains the Call Data tab, where you can optionally enter data associated with the call.
The remaining steps depend on whether or not you wish to speak with the consulted agent upon call
transfer.
transfer.
•
If you do not wish to speak with the consulted agent, click the Single Step button. The call is
transferred automatically.
transferred automatically.
•
If you wish to speak with the consulted agent, click the Transfer Init button. Once the Transfer
Init button is pressed, the call will be put on hold. You will have an opportunity to speak to the
consulted agent before completing the transfer.When the consult call is answered, the button
changes to Transfer Complete. To complete the transfer, click the Transfer Complete button.
Init button is pressed, the call will be put on hold. You will have an opportunity to speak to the
consulted agent before completing the transfer.When the consult call is answered, the button
changes to Transfer Complete. To complete the transfer, click the Transfer Complete button.