Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
3-5
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 9.0(1)
Chapter 3 Supervisor Softphone
Processing Calls
Transferring Calls
To transfer a call, perform the following steps.
Step 1
Click the Transfer button.
Figure 3-4
CTI Dialing Pad
Step 2
Enter the phone number to be dialed in the Dialed Number field or select a destination from the
drop-down menu. The drop-down menu contains the last six numbers dialed from this desktop.
drop-down menu. The drop-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.
Figure 3-5
CTI Dialing Pad
This display contains the Call Data tab, where you can optionally enter data associated with the call.
Step 4
If you do not wish to speak with the consulted agent, click the Single Step button. The call is transferred
automatically.
OR
If you wish to speak with the consulted agent, click the Transfer Init button. After the Transfer Init
button is selected, the call is put on hold. You can 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.
automatically.
OR
If you wish to speak with the consulted agent, click the Transfer Init button. After the Transfer Init
button is selected, the call is put on hold. You can 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.