Transferring voice interactions

Last Updated : Mar 26, 2024 |

About this task

You can transfer a voice interaction to another agent or queue of a different team or service. For example, if you are in the New Sales team, you can transfer a voice interaction to the Existing Sales team or an individual agent in the Existing Sales team. You can search for an agent name or a team name. If you do not know the full team or agent name, you can type any letters to display matches.

An account administrator can configure whether you can transfer the voice interaction internally, externally, or internationally.

If your account administrator configured external calling and Avaya Workspaces uses the default call routing, you must dial a PSTN or a SIP number to transfer calls to Avaya Aura X for Avaya Cloud Office (ACO) users. For example, +1xxxxxxxxxx or sip:+1xxxxxxxxxx. If your account administrator enabled dedicated routing for calls to Avaya Aura X for Avaya Cloud Office (ACO) users, you must dial Avaya Aura X for Avaya Cloud Office (ACO) numbers in the <PSTN number>@domain.com format. For example, +1xxxxxxxxxx@avaya.com. You can also use Avaya Aura X for Avaya Cloud Office (ACO) extensions and dial <extension number>@domain.com. For more information about your contact center setup, contact the account administrator.

Before you begin

Ensure that you responded to a voice interaction.

Procedure

  1. Click the Transfer icon.

    Avaya Workspaces for CRM displays the Search field, Services list, and Users list.

  2. Do one of the following to search for an agent or service:

    • Click Search and start typing a name to initiate a directory search of agents and services.

    • Click Services to expand the list of available services or teams.

    • Click Users to expand the list of available agents.

  3. Click the appropriate agent or service name to transfer the voice interaction.

    If there is no response from the user or service, Avaya Workspaces for CRM transfers the voice interaction back to your team.