Avaya Workspaces administrator interface provides an option to customize the Transfer to Service list so that the agents get a reduced Transfer to the Service list.

Avaya Workspaces provides a Transfer to Service list when agents start working on work cards. The list contains all the available services where the agents can transfer the interactions. By default, Avaya Workspaces retrieves the list from Avaya Oceana®.

The Transfer to Service feature works if the list of all services exists in the Unified Collaboration Administrator (UCA). The widget developer must ensure that the content of the Transfer to Service list sent to Avaya Workspaces is a subset of the comprehensive list of services of UCA.

For example, an entry sent to Avaya Workspaces is unavailable in UCA, and an agent tries to use that entry. In that scenario, Avaya Oceana® displays an error message informing the agent that Avaya Oceana® cannot process the request.

You can use the Transfer to Service feature when you determine that:

• The interaction came to you in error.

• You cannot help the customer and must send the interaction to a service better equipped to address the interaction.

Avaya Workspaces displays those transfer services in the data groups assigned to the agent in Avaya Control Manager.

Transfer to a service is a single-step transfer. After clicking the service you want to transfer, you drop from the interaction. The customer hears a waiting tone until an agent from the service accepts the interaction.

Avaya Workspaces supports the Transfer to Service feature for Voice, Chat, Email, SMS, Web Voice, Social Media, Messaging, Video, and Generic channels.