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Warm Transferring Calls to Agents in 8x8 Contact Center

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Objective

Warm transferring (Consult Transfer) a call to an agent in 8x8 Contact Center.

Applies To

  • 8x8 Contact Center 
  • 8x8 Agent Console

Procedure

To transfer an active phone interaction to another agent: 

  1. Notify the current caller about the transfer.
  2. Click on the Transfer button on the call control panel.
    Transfer.png
  3. Click the Contacts tab to see a list of agents with their current status.
  4. To consult the second agent before transferring the interaction, click on their name and then Warm Transfer.
    TransferWarm.PNG
  5. Once the agent answers, click on the transfer button.
  6. Agent Console submits a new phone interaction to the selected agent, then changes your status to Post Processing.
  7. Click End Post Processing to make your status Available or click Work Offline if you need more time to complete any post-processing tasks. For information about your contact center's timeout interval, contact your contact center administrator.