Avaya NN44400-120 Manuel D’Utilisation
NN44400-120 Offsite Agent User Guide
26 November 2010
41
Common agent functions on Agent Desktop
Transferring a call
You can transfer a call to another agent in your contact center. You can perform a
supervised transfer or a blind transfer. In a supervised transfer, the call is placed on
hold, and you speak to the third party before completing the transfer. In a blind transfer,
which is the default option, you transfer the call without speaking to the third party.
supervised transfer or a blind transfer. In a supervised transfer, the call is placed on
hold, and you speak to the third party before completing the transfer. In a blind transfer,
which is the default option, you transfer the call without speaking to the third party.
Procedure steps
Step
Action
1
On the telephony toolbar, click Transfer.
2
In the Transfer window, Blind Transfer is automatically selected.
3
In the Number to Transfer box, type the number to which you want to transfer the call.
If you select Supervised Transfer, the active call is placed on hold and a call is placed
to the third party. While you speak with the third party, the Transfer and Hold buttons
both flash to indicate that you have a customer on hold and that you must complete the
transfer by pressing the Transfer button.
to the third party. While you speak with the third party, the Transfer and Hold buttons
both flash to indicate that you have a customer on hold and that you must complete the
transfer by pressing the Transfer button.
4
Click OK.
The call is transferred to the third party and is dropped from your telephone. The call
timer stops.
timer stops.
--End--
Conferencing in another agent
Conference in another agent if you want to speak to your customer and another agent
from the contact center.
from the contact center.
Procedure steps
Step
Action
1
On the work item, click Conference to place the customer on hold and open the
Conference window.
Conference window.
2
In the Conference window, in the Number box, type the number of the agent to
conference into the call.
conference into the call.
3
Click OK to begin the conference.
4
Speak with the agent, if necessary, before you conference in the customer.
5
Click Conference again to take the customer off hold and conference in the customer
and the other agent.
and the other agent.
--End--