Transfer from Agent Screen to Another Agent Screen - Direct

• Transfer Between Agents with Agent Direct Ingroup
• AKA AgentDirect Transfer

Purpose

• 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.

Admin Preparations

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

1. For EACH User that will RECEIVE transfers
2. CHECK Agentdirect under Inbound Groups

Agent Procedures

Set Up To RECEIVE transfers

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