Difference between revisions of "Vicidial Agent Transfer Call to Another Agent via AGENTDIRECT"
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| + | = Prerequisites = |
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| + | * The RECEIVING agent must be logged in to the 'AGENTDIRECT' ingroup. |
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| + | * For more setup information refer to [[Transfer from Agent Screen to Another Agent Screen - Direct]] |
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= Procedure to SEND a call to another LOGGED IN agent = |
= Procedure to SEND a call to another LOGGED IN agent = |
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#: [[File:VicidialLeftPaneDuringLiveCall.JPG]] |
#: [[File:VicidialLeftPaneDuringLiveCall.JPG]] |
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# Press "TRANSFER-CONF" |
# Press "TRANSFER-CONF" |
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# Press "Local Closer" |
# Press "Local Closer" |
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# Disposition and you are now ready to take more calls. |
# Disposition and you are now ready to take more calls. |
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| − | === Warm Transfer |
+ | === Warm Transfer === |
[[File:ConsultativeCheckboxLocation.JPG]] |
[[File:ConsultativeCheckboxLocation.JPG]] |
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# Check the box for "Consultative". |
# Check the box for "Consultative". |
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# When ready, press "LEAVE 3-WAY CALL". |
# When ready, press "LEAVE 3-WAY CALL". |
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# Disposition and you are now ready to take more calls. |
# Disposition and you are now ready to take more calls. |
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| − | === Warm Transfer, with Parked Customer |
+ | === Warm Transfer, with Parked Customer === |
# Check the box for "Consultative". |
# Check the box for "Consultative". |
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# Press "Park Customer Dial" |
# Press "Park Customer Dial" |
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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
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- Press "TRANSFER-CONF"
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- 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.
