Supported Agent Transfer and Conference scenarios for voice calls

Last Updated : Dec 14, 2022 |
Avaya Oceana® agents can use Avaya Workspaces to perform the following transfer and conference actions:
Action
Destination
Voice
Service
Avaya Oceana® user
IVR
Internal non-Avaya Oceana®
External non-Avaya Oceana®
Blind Transfer
Yes
Yes
Yes
Yes
Yes
Consult Transfer
Yes
No*
No
Yes
Yes
Conference
Yes
No*
No
Yes
Yes
* You can do it using basic CTI transfer, but without Transfer to User reason codes and reporting.