How can I transfer calls to agents or teams?

  1. An agent can transfer a call from their desktop by clicking on the right arrow key. A call can be transferred to an agent, team, queue, or external number.
    Note: Steps to route add external numbers to the system is mentioned here
  2. Click Agent to list agent names. When you select a name, you can view the agent’s skills and the team the agent belongs to.
  3. You can choose whether to warm or cold transfer. If the admin has configured to restrict the agents to only one type of transfer (steps detailed here), then the agents would be able to see the specified type only.
    Similarly, you can transfer calls to different teams, which will call the active agents in that team, or queues or external numbers.
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