Transferring an interaction to a service

Last Updated : Jun 29, 2020 |
Prolog information
Metadata
Keywords:
Use this procedure to transfer an interaction to another agent to provide improved customer service.
Note:
The Salesforce menu appears only if you are connected to Salesforce. The Enterprise Directory menu is disabled if address book integration with LDAP is not configured.
  1. On the interaction card, click the Transfer icon.
  2. To transfer a voice interaction to another agent, do one of the following:
    • In the Enter Extension field, type the extension to which you want to transfer the voice interaction and click the Dial icon.
    • In the Team, Enterprise Directory, or Salesforce menu, search for and click the name of the agent to whom you want to transfer the voice interaction.
      The system indicates the supervisor for the team at the beginning of the team list.
      Note:
      The search menu returns a maximum of 10 results. If your search return more than 10 matches, refine your search for a better match. The search list only returns contacts that have at least 1 phone number.
  3. To transfer any interaction to a service, click the service to which you want to transfer the interaction.
    ADDITIONAL INFORMATION:
    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 the interaction must be sent to a service that is better equipped to address the interaction.
    The system displays only those transfer services contained in the data groups that are assigned to the agent in Avaya Control Manager.
    Transfer to a service is a single-step transfer. After you click the service to which you want to transfer, you are dropped from the interaction. The customer hears a wait 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, Video, Generic, and Messaging channels.
Result
Avaya Workspaces transfers the interaction to the default number of the agent provided, and clears the interaction from the interaction area.