Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Handling Calls

September 2011

37

Transferring a Call

There are two types of transfer calls:

■

Blind transfers. In a blind transfer, you transfer the active call to the third 
party without speaking. You hang up before the third party answers the phone 
and therefore can’t confirm if the third party is ready to accept the call.

■

Supervised transfers. In a supervised transfer, you speak to the third party to 
whom the call is being transferred before connecting the active call, in order 
to confirm that the third party is ready to accept the call. The Alternate 
function allows you to put the third party on hold and pick up the original call 
before completing the transfer.

1. With a call active, click Transfer. The Transfer a Call window appears.

2. Enter the phone number to which you are transferring the call in the 

 

Name : Number field. 

3. Click Dial. When the phone rings, the Dial button is renamed Transfer.

4. Take one of the following actions:

■

For a blind transfer, click Transfer when the phone starts ringing.

■

For a supervised transfer, wait for the phone to be answered, then 
announce the transfer. If you want to place the new call on hold and pick 
up the original call, click Alternate. Then click Transfer.

Making a Conference Call

You can add other parties to an active call to make a conference call.

There are two types of conference calls:

■

Blind conference. In a blind conference, you add the third party to the 
conference without speaking to him or her.

■

Supervised conference. In a supervised conference, you speak to the third 
party you want to add to your call before completing the conference, in order 
to confirm that the third party is ready to accept the call. The Alternate 
function allows you to put the third party on hold and pick up the original call 
before completing the conference.

NOTE:  If you use a blind conference to add someone to your call, the 
call may or may not be tagged as a conference call.