Transferring a Caller

Occasionally, you need to transfer callers to other agents. PeopleSoft CTI supports two types of transfers:

• Transfer Mute: This option enables you to transfer a call without speaking to the target agent before transferring the call.

• Transfer: This option is also known as a consultative transfer, which means that you consult with the target agent before transferring the call.

Note:

You can always transfer or invite users to a conference call even if the called party is not CTI-enabled. The non-CTI-enabled users do not get pop-up windows, but their phones still ring.

When you initiate a transfer or conference call on the Cisco system using the applet-based solution and the contacted party does not answer, wait until the system notifies you of the unsuccessful connection before attempting another action. This wait can be 20 to 30 seconds.

In the applet-based solution, Cisco ICM does not notify client applications about some call events during two-step transfers or conferences. As a result, the state of the PeopleSoft CTI Console may not stay synchronized with that of the teleset, especially if the teleset is used to initiate or complete these call actions. The CTI console should automatically resynchronize with the teleset when the call is completed.

To perform a transfer mute:

1. Select the appropriate telephone line.

   The selected line must be green.

2. From the Select Call Action drop-down list box, select TransferMute.

3. In the Phone No. edit box, select the number that you want to dial.

   The drop-down list box contains all of the numbers from the shared phone book and agent phone book. If the number that you want to dial does not appear, click Dial other number and manually enter the number.

4. Click Go.

   This connects the caller to the new agent and releases your line.

   The system prompts the recipient of the transfer that it is transferring a call from your extension. When the recipient accepts the transfer, the PeopleSoft page connected to the caller’s case opens as it did when you first received the call.

To perform a transfer (consultative):

1. Select the appropriate telephone line.

   The selected line must be green.

2. From the Select Call Action drop-down list box, select Transfer.

3. In the Phone No. edit box, select the number that you want to dial.

   The drop-down list box contains all of the numbers from the shared phone book and agent phone book. If the number that you want to dial does not appear, click Dial other number and manually enter the number.

4. Click Go.

   When you use one extension with two lines, the outbound call you make to the agent to whom you are transferring the incoming call gets initiated on your second line and the incoming call gets placed on hold. When the outbound call is established, you can consult with the recipient and place that call on hold. To complete the transfer, you need to return to the first line and select Complete and click Go. This action releases the call on the second line and transfers the call on the first line to the recipient of the transfer.

   When you use two extensions, each with one line, the CTI Console does not have access to the outbound call to the intended recipient of the transfer. When the outbound call is established, you can consult with the recipient. You do not have to toggle between the two lines, and you cannot put the recipient on hold.

5. To complete the transfer, select Complete and click Go.