When you are interacting with a caller and decide for any reason that you wish to transfer the call to another agent, you use the Genesys Contact Center Transfer feature available on the Phone Call form.
Two types of call transfers are available:
Two-Step Transfer is the recommended approach unless you know for sure that the consult agent is Ready and able to handle your caller directly. One-Step Transfer may result in the caller having to wait for another agent, or possibly hang up and call again.
The Transfer dialog box opens.
Select Enter phone number and enter the consult agent's phone number in the appropriate field.
Transfer Status in the Transfer dialog box shows Call Routing in Progress..., followed by Dialing....
If you chose a One-Step Transfer, the Transfer dialog box will close when your call is delivered. The call is now released at your end and you return to the Phone Call form.
If you chose a Two-Step Transfer, the Transfer dialog box shows the phone number or agent identifier of the consult agent when you are connected. The original caller is automatically placed on hold, and you can now interact with the consult agent.
Click Reconnect to release the consult call and return to interacting with the original caller.