Performing an ad hoc transfer

Use the following procedure to transfer an active call to the supervisor desktop. After the agent drops the call, the call appears as a normal work item on the supervisor's Avaya one-X Agent application interface.

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  1. During an agent-customer interaction, click Barge In on a Service Observing session.
  2. Inform the agent to click the Call End button.

    The call between the agent and the customer on the agent's interface ends, and the system transfers the call to the supervisor's Avaya one-X Agent application interface as a normal work item. The system displays the call as a normal call work item.

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Parent topic: Supervisor desktop
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