Transfer Calls to External Parties in 8x8 Contact Center
Objective
Transfer a call to an external party from 8x8 Agent Workspace.
Applies To
- 8x8 Contact Center
- Call Transfer
Procedure
8x8 Contact Center allows agents to transfer an active phone call to an external phone number.
- Announce to the current caller that you are going to transfer them to another telephone number.
- While in an active call, click on the Transfer button.
- Click on the dial pad to enter the phone number you wish to transfer to and click warm invite.
- Agent Workspace automatically places the phone interaction on line 1 on hold.
- Type a telephone number then click Dial.
- After the second party has answered the phone, tell the second party you are transferring a phone interaction to them, then click Transfer Lines to complete the transfer.
- Agent Workspace changes your status to Post Processing.
- To transfer the call before the second party answers the phone, click Transfer.
- Agent Workspace forwards the call, then changes your status to Post Processing.
- Note: If the second party does not answer the call, and the second party does not have a voice mailbox, the call eventually times out and is dropped.
- Agent Workspace forwards the call, then changes your status to Post Processing.
- Click End Post Processing to change your status to Available, or click Work Offline if you need more time to complete any post-processing tasks.
- Note: for information about your contact center's timeout interval, contact your contact center administrator.