Transfer a Call

As a queue manager, you can move a live call off the queue and onto another agent, or drop it into an extension’s voicemail when no one is available to take it. Both actions are performed from the Queue Panel in the Cloud Voice App.

Before you begin

Transferring calls on behalf of queue members requires the Call distribution management (Redirect, Transfer, Drag and Drop operation) permission. Your system administrator assigns this permission; if the transfer controls are unavailable, ask them to grant it.

Send a call to an agent

1. Open the Cloud Voice App (Web or Desktop) and go to Call Center Console > Queue Panel.

2. In the Active Calls panel, move your pointer over the call you want to move.

3. Hand the call to an extension user using either method below.

   Caution

   Both methods hand the caller off right away, so the call leaves your Active Calls list as soon as you release or confirm it. Double-check you picked the correct extension before you complete the transfer.

   Drag and drop

   Drag the call from the Active Calls panel and release it on the target extension in the Agents panel. That agent’s phone begins ringing.

   

   Right-click transfer

   Right-click the call and choose Transfer. In the window that opens, type the destination extension number and click the transfer icon . The call is routed to that agent, whose phone starts ringing.

   Tip

   Instead of typing the full number and clicking the icon, you can select the extension directly from the search results to complete the transfer.

   

Send a call to an extension’s voicemail

When you want the caller to leave a message rather than wait for an agent, route the call straight to a mailbox.

1. Open the Cloud Voice App (Web or Desktop) and go to Call Center Console > Queue Panel.

2. In the Active Calls panel, move your pointer over the call.

3. Right-click the call and choose Transfer.

4. In the window that opens, type an extension number to find the user.

5. In the search results, click the voicemail icon next to that user.

   Note

   Each matching result offers two icons: the transfer icon rings the user’s phone, while the voicemail icon sends the caller straight to that user’s mailbox. Click the voicemail icon here so the call skips ringing and goes to voicemail.

   The call is delivered to the extension’s voicemail, where the caller can record a message for that user.