Transferring a voice interaction using search functionality

Last Updated : Feb 22, 2024 |
Prolog information
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Keywords:
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.
  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.
    ADDITIONAL INFORMATION:
    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.
    ADDITIONAL INFORMATION:
    You can call the selected number.
    STEP RESULT:
    After you click an interaction to transfer, Avaya Workspaces drops you from the interaction.
Related links
Search functionality