Consult interactions

Avaya Workspaces supports the Consult feature. With this feature, an agent can consult another agent, a supervisor, or a user with an external number before completing a customer query. An agent can consult an internal or external user and consult to queue. For example, for the finance-related customer queries, agents can send a consult request to the Finance queue to get assistance from the finance department. In this scenario, the consulting agent is the agent who sends the consult request to receive assistance, and the consulted agent is the agent who provides assistance to the consulting agent. During the consult, an agent can put a customer call on hold, move between calls, disconnect the consultation call, and then resume the customer call. After consulting, the agent can complete the consultation call as transfer or as conference. In both instances, Avaya Experience Platform™ Public Cloud uses the caller's country code to complete the call.

You can configure wait treatment of the agent initiating a consultation call with the Consult task in Orchestration.

Consult complete as transfer

Avaya Workspaces agents can transfer a customer interaction to another agent, supervisor, or an external user after consulting them. After the call is transferred, the consulting agent is dropped from the main call. The consulted agent, supervisor, or the external user gets added to the main call with the customer.

Consult complete as conference

During an external call, Avaya Workspaces agents can consult another agent, supervisor, or an external user to get an appropriate answer for a customer query. During the consultation, the call with the customer is put on hold. After completing as conference, the customer is automatically removed from hold and is added to the conference with both the consulting agent and the consulted agent, supervisor, or the external user. Note that the consult button is disabled when the agents are in a conference.

Transfer interactions

Avaya Workspaces supports the Transfer feature. Agents can do any of the following:

• Transfer an active interaction to another agent or supervisor who is a part of the same contact center through a queue.

• Transfer to an another agent or supervisor.

• Transfer a voice interaction to an external number.

Transfer to queue

In Avaya Workspaces, an agent can transfer an interaction to a queue to find a more appropriate agent with the knowledge to deal with the customer query. Account administrators create queues in Application Center Administration.

When an agent initiate transfer operation, Avaya Workspaces provides a Services list. The list contains all the available queues where the agent can transfer the interaction.

The transfer to queue option applies to agents and supervisors for chat, messaging, email, and voice channels.

Transfer to user

Avaya Workspaces agents can transfer an interaction to another agent or supervisor. The target user must be able to handle interactions for the particular channel type. Transfer to user is a single step transfer; the transferring agent drops from the interaction immediately when the transfer completes.

Supervisors can search, filter, and group the agent or user list.

On the interaction card, the agent can use the transfer option to transfer the interaction to another user. The agent searches for the required user to transfer the interaction. The search result displays online agents for chat or messaging channels. For the email channel, the search result displays online and offline agents.

The transfer to user option applies to agents and supervisors for chat, messaging, email, and voice channels.

Transfer a voice interaction to an external number

An agent or a supervisor can transfer a voice interaction to a PSTN number outside the contact center in a single-step transfer.

When the target destination for the transfer is not valid, the interaction returns to the original agent. If the original agent is also unavailable, the interaction goes to the original queue.

An agent or a supervisor can initiate a call transfer to Avaya Aura X for Avaya Cloud Office (ACO) contacts.

Transfer to an external number feature is unavailable for an outbound call. An agent can have only one active outbound call at a time.