Making a consultative transfer

Use Consultative Transfer when you want to announce the call before transferring the call to the third-party.

Note

You cannot switch between two live calls during a consultive calls. To overcome this limitation, you can create a new work item in the Work List window using the Add Call button and switch between two active call. If you want to transfer the call to the caller in another work item, drag the call and drop it into the held call work item.

1. On an active call, perform one of the following actions:

   • To transfer the call to the supervisor, in the Work List window, click Transfer Call > Supervisor. For steps, see Calling Supervisors from Contact List.

   • To transfer the call to a contact in the SpeedDial list, in the Work List window, click Transfer Call > SpeedDial. For steps, see Making a call using SpeedDial.

   • To transfer the call to an agent in the contact list, in the Work List window, click Transfer Call > Contact List. For steps, see Making a call using Contact List.

   • To transfer the call to an agent using the text input field, in the Work List window, click Transfer Call > EnterValue. For steps, see Making a call using the text input field.

   The system puts the first party's call on hold and dials and creates a new call in the associated work item.

2. Wait for the third-party to answer the call and announce the call transfer.
3. If the third-party agrees to accept the impending call, click Consultative Transfer.

   The system transfers the call to the selected contact. If you have set the work completion option to the Allow Follow-Up mode, the call moves the work item into the follow up state when the transfer is complete. For details, see Completing the work.