An agent receives a call from an inbound call queue and cannot transfer that call because the Transfer button is faded.
Any ContactNow user who is logged in to the service and acting as an agent.
Two criteria must be met for Third Party Transfer (TPT) to work for an agent:
- In Configuration > System setup > Global Agent Options, set TPT Dial to Yes, check the appropriate profile type (Admin, Agent, Supervisor), and then Save. All agents requiring this feature must then completely log out of ContactNow for the change to take effect.
- Each individual agent experiencing the problem must also be assigned to an outbound call queue in addition to any inbound queue(s) they are already assigned to.
This issue has two possible causes. If either of these criteria are not met, Third Party Transfer (TPT) will not work:
- Third Party Transfer (TPT) is disabled for all agents.
- The agent experiencing the issue has not been assigned to an outbound call queue.