Siebel CTI Administration Guide > Communications Operations for End Users > Using the Communications Toolbar >

Transferring or Conferencing Work Items

You can transfer a current work item to another person (such as when you want to escalate an item to a supervisor, or conference another person into a customer call). A voice call can also be transferred to an ACD call queue, depending on your call center. Three transfer and conference operations are supported:

• Blind transfer (one-step transfer)
• Consultative transfer (two-step transfer, voice calls only)
• Conference (two steps, voice calls only)

NOTE:  If a screen transfer of the transferring agent's current record is sent to the receiving agent of a transferred work item, then any changes to this record must be saved before the agent performs the transfer. If a single record only is displayed in a list, then the transferring agent must save changes explicitly before transferring.

Performing a Blind Transfer on the Active Work Item

This procedure describes how to perform a blind transfer on the active work item.

To perform a blind transfer on the active work item

1. Specify the person to whom you want to transfer the active work item by selecting an employee record or by entering contact information, such as phone extension, in the text input field.
2. Click Blind Transfer.

   The work item is released immediately.

Performing a Consultative Transfer on the Active Voice Call

This procedure describes how to perform a consultative transfer on the active voice call.

To perform a consultative (two-step) transfer on the active voice call

1. Specify the person to whom you want to transfer the active voice call by selecting an employee record or by entering the recipient's extension in the text input field.
2. Click Consultative Transfer.

   The current call is paused, and the transfer recipient is dialed.

3. Do one of the following:
   • When the transfer recipient answers and indicates acceptance of the transfer, click Consultative Transfer again (toggle the button) to complete the transfer and release the call.
   • If the transfer recipient does not accept the transfer, then click Retrieve Call to retrieve the call.

Creating a Conference for the Active Voice Call

This procedure describes how to create a conference for the active voice call.

To create a conference for the active voice call

1. Specify the person with whom you want to conference the active voice call by selecting an employee record or by entering the recipient's extension in the text input field.
2. Click Conference.

   The current call is paused, and the conference recipient is dialed.

3. Do one of the following:
   • When the conference recipient answers and indicates acceptance of the conference, click Conference again (toggle the button) to complete the conference and include all parties on the active call.
   • If the conference recipient does not accept the conference, then click Retrieve Call to retrieve the call.
4. Repeat Step 1 through Step 3 to add participants, as appropriate.