Avaya NN44400-114 Manuel D’Utilisation
NN44400-114 Contact Center Agent Desktop
2 December 2010
33
Telephony
Transferring a call
You can transfer a call to another agent using 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 you complete the transfer. In a blind transfer, which is the
default option, you transfer the call without speaking to the third party.
transfer. In a supervised transfer, the call is placed on hold, and you speak to the
third party before you complete the transfer. In a blind transfer, which is the
default option, you transfer the call without speaking to the third party.
Attention: The blind transfer option on Agent Desktop toolbar is greyed out in
a SIP-enabled contact center. However you can complete the transfer before
the third party answers the call (perform a blind transfer) using the steps in this
procedure.
a SIP-enabled contact center. However you can complete the transfer before
the third party answers the call (perform a blind transfer) using the steps in this
procedure.
Attention: If you are transferring a call to a voice mail system, you must
ensure that the correct DTMF tones are transferred to the voice mail system.
ensure that the correct DTMF tones are transferred to the voice mail system.
Procedure steps
Step
Action
1
On the work item, click Transfer.
2
In the Transfer window, Supervised Transfer is automatically selected.
3
In the Number to Transfer box, type the number to which you want to transfer
the call.
the call.
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 on the phone both
flash to indicate that you have a customer on hold and that you must complete
the transfer.
you speak with the third party, the Transfer and Hold buttons on the phone both
flash to indicate that you have a customer on hold and that you must complete
the transfer.
4
Before the third party answers the call, click OK.
The call is transferred to the third party and is dropped from your phone.
--End--
Conferencing in another agent
Conference in another agent if you want to speak to your customer and another
agent.
agent.
Procedure steps
Step
Action
1
On the work item, click Conference to place the customer on hold and open
the Conference window.
the Conference window.
2
In the Conference window, in the Number box, type the number of the agent
to conference into the call.
to conference into the call.
3
Click OK to begin the conference.