Supported Agent Forward, Transfer, and Conference scenarios for digital contacts

Last Updated : Dec 11, 2024 |
Avaya Oceana® digital agents can use Avaya Workspaces to perform the following forward, transfer, and conference actions:

Email

Action
Destination
Email
Service
Avaya Oceana® user
Internal non-Avaya Oceana®
External non-Avaya Oceana®
Forward
No
No
Yes
Yes
Transfer
Yes
Yes
No
No

Chat

Action
Destination
Chat
Service
Avaya Oceana® user
Internal non-Avaya Oceana®
External non-Avaya Oceana®
Transfer
Yes
Yes
No
No

SMS

Action
Destination
SMS
Service
Avaya Oceana® user
Internal non-Avaya Oceana®
External non-Avaya Oceana®
Transfer
Yes
Yes
No
No

Social

Action
Destination
Social
Service
Avaya Oceana® user
Internal non-Avaya Oceana®
External non-Avaya Oceana®
Transfer
Yes
Yes
No
No

Generic

Action
Destination
Generic
Service
Avaya Oceana® user
Internal non-Avaya Oceana®
External non-Avaya Oceana®
Transfer
Yes
Yes
No
No

Web Voice

Action
Destination
Web Voice
Service
Avaya Oceana® user
Internal non-Avaya Oceana®
External non-Avaya Oceana®
Transfer
Yes
No
No
No
Consult Transfer
No
No *
No
No
Conference
No
No *
No
No
* You can do it using basic CTI transfer, but without Transfer to User reason codes and reporting.
Web Voice supports Blind Transfer to Service and does not support Blind Transfer to Extension.

Messaging

Action
Destination
Messaging
Service
Avaya Oceana® user
Internal non-Avaya Oceana®
External non-Avaya Oceana®
Transfer
Yes
Yes
No
No