Transferring an interaction

Last Updated : Jan 17, 2019 |
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 (Transfer).
  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 (Dial).
    • 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.
      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.
Result
Avaya Workspaces transfers the interaction to the default number of the agent provided, and clears the interaction from the interaction area.