Transfer from Agent Screen to Another Agent Screen - Direct

= Purpose = = Admin Preparations =
 * Transfer Between Agents with Agent Direct Ingroup
 * AKA AgentDirect Transfer
 * Agent A is on a call with a Prospect or Client who needs to be talking to Agent B (the reason is not important).
 * Agent A knows the user number or name of Agent B (not the phone extension! user number or name!)
 * Screen information must transfer with Prospect or Client so Agent B may continue with the same lead record.

AGENTDIRECT Ingroup

 * Make sure AgentDirect Ingroup is Active and has not been "messed with" (default settings!)
 * After this is working, more AgentDirect ingroups can be made as long as they begin with "AGENTDIRECT" if you require altered settings such as drop time, etc

Campaign Setup

 * 1) Detail View
 * 2) Allow Inbound and Blended
 * 3) CHECK AgentDirect in "Allowed Inbound Groups"
 * 4) CHECK AgentDirect in "Allowed Transfer Groups"
 * 5) SUBMIT!!
 * 6) Change "Default Transfer Group" to "AgentDirect"
 * 7) SUBMIT AGAIN!!

Users Setup
= Agent Procedures =
 * 1) For EACH User that will RECEIVE transfers
 * 2) CHECK Agentdirect under Inbound Groups

Set Up To RECEIVE transfers

 * 1) Check "AGENTDIRECT" InGroup during login
 * 2) *OR Click on "Groups" while logged in and add AGENTDIRECT to chosen InGroups
 * 3) Must NOT be "in call" or "paused"

Do It!

 * Procedure to SEND a call to another LOGGED IN agent
 * 1) Obviously, you must have a LIVE caller on your screen!
 * 2) Press "TRANSFER-CONF"
 * 3) Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from the "Dropdown" (which lists closer groups available)
 * 4) In "Number to call" box enter the User Number (not the phone!!) of the agent to receive the call.
 * 5) Press "Local Closer"
 * 6) Disposition and you are now ready to take more calls.