Transferring a voice interaction using search functionality

Last Updated : Feb 22, 2024 |

About this task

An agent or a supervisor can transfer a voice interaction to users from Enterprise Directory, Contact Center Users, Contact Center Services, and Phone Extension in a single-step transfer.

Before you begin

  • Your account administrator must integrate Avaya Experience Platform™ (On-Prem + Connect) with Avaya Aura® Device Services in the administration interface.

  • You must be on voice interaction.

Procedure

  1. On the voice interaction card, click the Transfer icon.
  2. Click the Enter number field, and select one of the following:

    • Enterprise Directory

    • Contact Center Users

    • Contact Center Services

    • Phone Extensions

  3. Type a value in the field as required.

    To search for a contact, you must enter a minimum of 1 character.

    To search Enterprise Directory contacts, Contact Center Users, and Phone Extensions, you must enter a minimum of 1 character.

    To search Contact Center Services, you must enter a complete VDN number. A partial VDN number does not display the search result.

  4. In the search list, click a name, and to transfer a call, click the Transfer icon.

    You can call the selected number.

    After you click an interaction to transfer, Avaya Workspaces drops you from the interaction.

Related information
Search functionality