Transferring an interaction to a user

Last Updated : Aug 13, 2020 |
Prolog information
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Keywords:
The Transfer to user option allows an agent or supervisor to transfer digital contacts such as email, chat, SMS, social, generic, voice, or messaging contacts to another agent or a supervisor in a single-step transfer. For chat, voice, and messaging contacts, the target user must be currently online. For email, SMS, social, and generic contacts, the target users can be either offline or online. Avaya Control Manager administrators assign Transfer to user permissions to agents and supervisors. The Customer Journey records information about agents or supervisors who routed the contact.
  1. On the email, chat, or voice interaction card, click the Transfer icon.
  2. In the Users menu, search for and click the name of the agent to whom you want to transfer the interaction.
    ADDITIONAL INFORMATION:
    You must enter a minimum of 2 characters to click the search icon and trigger a search. However, you must enter a minimum of 3 characters to display the search result. The search list contains agents or supervisors configured with the same contact channel as that of the incoming contact. The list displays agents or supervisors based on their activity status for a specific media type.
    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 agents or supervisors cannot change the To, CC, Bcc, Subject, message, attachments of an email when they initiate transfer and even after the transfer is complete.
    The transfer of user for a voice contact supports both PSTN and Web voice channels.
    When an agent or supervisor working on an active interaction does not answer the transferred interaction for a specified time, the interaction goes to Redirect On No Answer (RONA). After the time out, the contact is routed to the original service and is given highest priority. You can find an agent or supervisor with similar match sharing the original service attributes. The originating agent or supervisor can select this service while transferring the contact.
    STEP RESULT:
    After the transfer is complete, the target agent or supervisor is in ACW, AUX, or Ready state as set by contact center operations.
Next steps
The target user receives the interaction as a regular interaction. After accepting the interaction, the user can work on that. The user can also transfer the interaction to another user.