Difference between revisions of "Transfer from Agent Screen to Another Agent Screen - Direct"
From ViciWiki
(→Do It!) |
(→Do It!) |
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#*OR Click on "Groups" while logged in and add AGENTDIRECT to chosen InGroups |
#*OR Click on "Groups" while logged in and add AGENTDIRECT to chosen InGroups |
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#Must NOT be "in call" or "paused" |
#Must NOT be "in call" or "paused" |
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| − | == Do It! == |
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| + | == [[Vicidial Agent Transfer Call to Another Agent via AGENTDIRECT]] == |
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| − | * Procedure to SEND a call to another LOGGED IN agent |
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| − | # Obviously, you must have a LIVE caller on your screen! |
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| − | #: [[File:VicidialLeftPaneDuringLiveCall.JPG]] |
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| − | # Press "TRANSFER-CONF" |
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| − | #: [[File:VicidialTransferConferencePaneBuild121222-235.jpg]] |
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| − | # Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from the "Dropdown" (which lists closer groups available) |
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| − | # In "Number to call" box enter the User Number (not the phone!!) of the agent to receive the call. |
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| − | #* Depending on your version, you may press the "AGENTS" link and click on an agent instead of manually entering the number. |
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| − | #: [[File:AvailableAgentsTransferListBuild121222-2315.JPG]] |
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| − | === No Warm Transfer to AGENTDIRECT - Older (2.4.X) Vicidial === |
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| − | [[File:LocalCloserButtonLocation.JPG]] |
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| − | # Press "Local Closer" |
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| − | # Disposition and you are now ready to take more calls. |
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| − | === Warm Transfer to AGENTDIRECT available: Newer (2.6.X) Vicidial === |
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| − | * I'm not sure exactly when this was modified, so it may be a later 2.4 or perhaps some time during 2.6. |
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| − | ==== Blind Transfer ==== |
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| − | # Press "Local Closer" |
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| − | # Disposition and you are now ready to take more calls. |
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| − | ==== Warm Transfer ==== |
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| − | [[File:ConsultativeCheckboxLocation.JPG]] |
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| − | # Check the box for "Consultative". |
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| − | # Press "Dial With Customer" |
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| − | # When ready, press "LEAVE 3-WAY CALL". |
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| − | # Disposition and you are now ready to take more calls. |
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| − | ==== Warm Transfer, with Parked Customer ==== |
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| − | # Check the box for "Consultative". |
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| − | # Press "Park Customer Dial" |
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| − | # When ready for customer to join, "Grab Parked Call" |
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| − | # When ready, press "LEAVE 3-WAY CALL". |
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| − | # Disposition and you are now ready to take more calls. |
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Latest revision as of 19:25, 30 March 2013
- Transfer Between Agents with Agent Direct Ingroup
- AKA AgentDirect Transfer
Contents
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
- Detail View
- Allow Inbound and Blended
- CHECK AgentDirect in "Allowed Inbound Groups"
- CHECK AgentDirect in "Allowed Transfer Groups"
- SUBMIT!!
- Change "Default Transfer Group" to "AgentDirect"
- SUBMIT AGAIN!!
Users Setup
- For EACH User that will RECEIVE transfers
- CHECK Agentdirect under Inbound Groups
Agent Procedures
Set Up To RECEIVE transfers
- Check "AGENTDIRECT" InGroup during login
- OR Click on "Groups" while logged in and add AGENTDIRECT to chosen InGroups
- Must NOT be "in call" or "paused"
