Transfer from Agent Screen to Another Agent Screen - Direct
From ViciWiki
- 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"
Do It!
- Procedure to SEND a call to another LOGGED IN agent
- Obviously, you must have a LIVE caller on your screen!
- Optionally press "Park Call" if you want to consult with the receiving agent privately before bringing the customer into the conversation during a Warm Transfer.
- Press "TRANSFER-CONF"
- Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from the "Dropdown" (which lists closer groups available)
- In "Number to call" box enter the User Number (not the phone!!) of the agent to receive the call.
- Depending on your version, you may press the "AGENTS" link and click on an agent instead of manually entering the number.
- Optionally check the box for "Consultative" if you want to stay in the conference with the client for a "Warm Transfer".
- Press "Local Closer"
- Disposition and you are now ready to take more calls.