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.