Transferring voice interactions

Last Updated : Oct 06, 2023 |

About this task

After responding to a voice interaction, you can transfer it to another agent or to the queue of another team or service. You can search for the agent or service to whom you want to transfer the call or use the dialpad to enter a phone number.

After you perform the transfer, if there is no response, Avaya Workspaces for CRM transfers the interaction back to your team.

Procedure

  1. Click the Transfer icon to transfer the call.
  2. Do one of the following:

    • Click Open Dialpad to enter a phone number in the dialpad.

    • In the Search field, start typing a name or phone number.

    • Click one of the available search categories to expand it. For hybrid voice, the available categories include the following:

      • Salesforce Directory

      • Enterprise Directory

      • Contact Center Users

      • Contact Center Services

      • Phone Extensions

      Other than Salesforce Directory, the other categories are based on the configuration performed by your administrator in Avaya Aura® Device Services.

  3. Next to the agent or service, click the Transfer icon to complete the transfer.

    Alternatively, you can click the Three Dots icon to view the available phone numbers and then click the Transfer icon next to the number to which you want to transfer the call.