How to Perform an Agent-to-Agent Call Transfer

Objective

For an agent to perform an agent to agent transfer on 8x8 Contact Center.

Applies To

• 8x8 Contact Center
• 8x8 Agent console
• Call Transfer

Procedure 

1. Agent A has a call on line 1.
2. Agent A places the line 1 call on Hold.
3. Agent A selects line 2.
4. Select the Status tab - looks like the two people.
5. Agent A looks in the 'Agent Status' list - should be below the Queue Status list (or the tab to the right of Queue Status).
6. Agent A clicks Agent B's name > select Make a Call.
7. Agent B's phone rings > Agent B answers. - 8x8 Contact Center recognizes Agent B is Busy.
8. Agent A and B are talking.
9. Agent A clicks Join Lines.
10. Agent A introduces the caller and Agent B.
11. Agent B begins conversing with the caller.
12. Agent A clicks End Call.
13. Agent A is in Post Processing.
14. Agent B continues with the caller.

Additional Information

For more information about transferring calls see the 8x8 online documentation: Transfer Phone Interactions