Transferring a Call

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.

  1. During an interaction with a caller, click Transfer on the Phone Call form to initiate a Transfer activity.
  2. The Transfer dialog box opens.

  3. Select Use Lookup dialog and click the magnifying glass icon if you wish to look up the number or identifier for the consult agent (see Looking Up Records), or
  4. Select Enter phone number and enter the consult agent's phone number in the appropriate field.

  5. Select the Transfer Type: Two-Step or One-Step.
  6. Click OK to start the Transfer process.
  7. 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.

  8. Click Transfer to transfer your call to the consult agent, or
  9. Click Reconnect to release the consult call and return to interacting with the original caller.


Related Tasks:
Receiving a Call

Making a Call

Holding/Retrieving a Call

Hanging Up a Call

Performing After Call Work

Closing the Phone Call Form

Conferencing