VCC: How To Perform a Warm Transfer (Consult Transfer) To An Agent
Virtual Contact Center
To transfer an active phone interaction to another agent:
- Notify the current caller about the transfer.
- While in an active call on line 1, click on line 2 in the Phone Tab. Agent Console automatically places the phone interaction on line 1 on hold.
3. Click the Agents tab to see a list of agents currently logged in to Agent Console, with their current status. You can consult an available agent before transferring the call.
4. Click End Post Processing to make your status Available, or click Work Offline if you need more time to complete any post processing tasks.