Difference between revisions of "Vicidial Agent Transfer Call to Another Agent via AGENTDIRECT"
From ViciWiki
(Created page with "* Procedure to SEND a call to another LOGGED IN agent # Obviously, you must have a LIVE caller on your screen! #: File:VicidialLeftPaneDuringLiveCall.JPG # Press "TRANSFER-CO...") |
|||
| (4 intermediate revisions by the same user not shown) | |||
| Line 1: | Line 1: | ||
| − | * Procedure to SEND a call to another LOGGED IN agent |
||
| + | = Prerequisites = |
||
| − | + | * Obviously, you must have a LIVE caller on your screen! |
|
| + | * The RECEIVING agent must be logged in to the 'AGENTDIRECT' ingroup. |
||
| + | * For more setup information refer to [[Transfer from Agent Screen to Another Agent Screen - Direct]] |
||
| + | = Procedure to SEND a call to another LOGGED IN agent = |
||
#: [[File:VicidialLeftPaneDuringLiveCall.JPG]] |
#: [[File:VicidialLeftPaneDuringLiveCall.JPG]] |
||
# Press "TRANSFER-CONF" |
# Press "TRANSFER-CONF" |
||
| Line 8: | Line 8: | ||
#* Depending on your version, you may press the "AGENTS" link and click on an agent instead of manually entering the number. |
#* Depending on your version, you may press the "AGENTS" link and click on an agent instead of manually entering the number. |
||
#: [[File:AvailableAgentsTransferListBuild121222-2315.JPG]] |
#: [[File:AvailableAgentsTransferListBuild121222-2315.JPG]] |
||
| − | === |
+ | === Blind Transfer === |
| − | [[File:LocalCloserButtonLocation.JPG]] |
||
# Press "Local Closer" |
# Press "Local Closer" |
||
# Disposition and you are now ready to take more calls. |
# Disposition and you are now ready to take more calls. |
||
| − | === Warm Transfer |
+ | === Warm Transfer === |
| − | * I'm not sure exactly when this was modified, so it may be a later 2.4 or perhaps some time during 2.6. |
||
| − | ==== Blind Transfer ==== |
||
| − | # Press "Local Closer" |
||
| − | # Disposition and you are now ready to take more calls. |
||
| − | ==== Warm Transfer ==== |
||
[[File:ConsultativeCheckboxLocation.JPG]] |
[[File:ConsultativeCheckboxLocation.JPG]] |
||
# Check the box for "Consultative". |
# Check the box for "Consultative". |
||
| Line 17: | Line 17: | ||
# When ready, press "LEAVE 3-WAY CALL". |
# When ready, press "LEAVE 3-WAY CALL". |
||
# Disposition and you are now ready to take more calls. |
# Disposition and you are now ready to take more calls. |
||
| − | + | === Warm Transfer, with Parked Customer === |
|
# Check the box for "Consultative". |
# Check the box for "Consultative". |
||
# Press "Park Customer Dial" |
# Press "Park Customer Dial" |
||
Latest revision as of 20:26, 30 March 2013
Contents
Prerequisites
- Obviously, you must have a LIVE caller on your screen!
- The RECEIVING agent must be logged in to the 'AGENTDIRECT' ingroup.
- For more setup information refer to Transfer from Agent Screen to Another Agent Screen - Direct
Procedure to SEND a call to another LOGGED IN agent
-
- 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.
Blind Transfer
- Press "Local Closer"
- Disposition and you are now ready to take more calls.
Warm Transfer
- Check the box for "Consultative".
- Press "Dial With Customer"
- When ready, press "LEAVE 3-WAY CALL".
- Disposition and you are now ready to take more calls.
Warm Transfer, with Parked Customer
- Check the box for "Consultative".
- Press "Park Customer Dial"
- When ready for customer to join, "Grab Parked Call"
- When ready, press "LEAVE 3-WAY CALL".
- Disposition and you are now ready to take more calls.
