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Chapter 3 Managing Inbound Voice Contacts
78 Avaya Agent User’s Guide
To transfer a call to a queue or an agent:
1 Tell the customer that you are going to transfer them to someone who will help them.
2 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD).
The Site drop-down menu displays the site where you are located. The Current Tasks drop-
down menu displays your current voice contact.
3 If the queue or agent to whom you want to transfer the call is located at a different site, select
the site from the Site drop-down menu. Select All Sites if you do not know where the agent or
queue is located.
4 Check that the contact that you want to transfer is displayed in the Current Tasks field. By
default, the Current Tasks field displays the telephone number of the current caller.
5 If you are certain you know the telephone number of an agent to whom you want to transfer the
voice contact, you can enter the number in the To field, and then skip to Step 9 in this
procedure.
6 Click the Queues tab to transfer the call to the first available agent in a queue or the Agents tab
to transfer the call to a particular agent. Then follow the step below that applies to the tab you
selected.
7 Queues tab – Double-click the name of the queue or agent you want (or select it and click the
>> button).
The name moves to the box on the right of the UAD.
Tip: If you discover that this is the wrong person, click the << button to remove the
person from this box.
8 Agents tab – Open the tenant or workgroup to which the agent belongs. Then double-click the
name of the agent to whom you want to transfer the call to move the agent to the box on the
right side of the UAD.
Tip: Tenants are represented by a house icon, workgroups are represented by an icon
of a folder beside an agent head, and agents are represented by an agent head or two
agent heads side-by-side.
Tip: If you do not see the name of the person you are looking for in the list, that
person may not be logged in or may not be available for a telephone call.
Tip: If you are not certain about the name (login ID) of the person to whom you
want to transfer the call, right-click the name. The Properties pop-up menu is
displayed with only the menu title. Click this to display a dialog box with information
about this person.