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How to Perform an Agent to Agent Call Transfer
8x8 Support

How to Perform an Agent to Agent Call Transfer

Objective

For an agent to perform an agent to agent transfer on Virtual Contact Center.

Applies To

  • Virtual Contact Center
  • Agent console
  • Call Transfer

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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