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Handling a Basic Voice Contact
Issue 1.0 June 2002 77
For more complete information on handling two simultaneous phone calls, see “Handling Two
Voice Contacts,” on page 86 .
Transferring a Voice Contact
At certain times, you may need to transfer a voice contact to another agent who is more qualified
to handle it or to your supervisor to handle a customer who needs more attention.
You use the Unified Agent Directory (UAD) to transfer calls. The UAD opens with the following
information:
n
The location name assigned to your contact center is displayed in the Site drop-down menu.
The other site names so that you can transfer a call to agents at other locations.
n
The telephone number of the current contact is displayed in the Current Tasks field. This field
lists all of your currently active contacts. When you complete a contact, it is removed from this
list.
Note: Always tell the customer that you are transferring them before proceeding.
Transfer Options
The UAD provides the following call transfer options:
n
Blind Transfer – To transfer the call and have the telephone contact removed from your Phone
task list immediately. The call waits in a queue until the agent to whom you transferred the call
is available to answer it.
n
Conference – To transfer the call, have the ability to remain on the call with the customer and
the selected agent, and have the ability to add other agents to the call.
n
Cons Transfer (Consultative Transfer) – To transfer the call and have the ability to speak as you
transfer the telephone contact. You can introduce the customer to the other agent and explain
the nature of the call.
You can transfer a call to:
n A queue, which is a group of agents with similar skills, to route the transfer to anyone currently
available in that queue
n
A specific agent
n An agent with a specific skill, such as someone who speaks a particular language or supports a
particular product
n
Multiple agents, by conference call
Note: If you want to transfer a call to someone with a particular skill, use the Find option instead
of the following procedure. See “Looking Up Agents with the Find Option,” on page 62 .
Caution: When using Outbound Contact, do not transfer a call to another outbound agent or
create a conference call. See “Caution About Transferring a Call,” on page 190 for information.
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