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Agent To Agent Call Transfer
8x8 Support

Agent To Agent Call Transfer

Objective

The proper steps for a VCC Agent to transfer a call to another VCC Agent.

Applies To

Virtual Contact Center Agent console.

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. - VCC 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

 

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