Revision as of 20:25, 30 March 2013

Prerequisites

• Obviously, you must have a LIVE caller on your screen!
• The RECEIVING agent must be logged in to the 'AGENTDIRECT' ingroup.

Procedure to SEND a call to another LOGGED IN agent

1. 

2. Press "TRANSFER-CONF"

   

3. Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from the "Dropdown" (which lists closer groups available)
4. 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

1. Press "Local Closer"
2. Disposition and you are now ready to take more calls.

Warm Transfer

1. Check the box for "Consultative".
2. Press "Dial With Customer"
3. When ready, press "LEAVE 3-WAY CALL".
4. Disposition and you are now ready to take more calls.

Warm Transfer, with Parked Customer

1. Check the box for "Consultative".
2. Press "Park Customer Dial"
3. When ready for customer to join, "Grab Parked Call"
4. When ready, press "LEAVE 3-WAY CALL".
5. Disposition and you are now ready to take more calls.