Sometimes a contact has a question that you cannot answer, asks to speak to someone else, or needs a different department. When this happens, you can transfer the call to another agent or skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
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In the Conversation tool, click the Hold button.
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Click the New drop-down to place a new call.
- Type the number directly in the textbox and click the dial icon, click Dial Pad to dial the new call manually, or click Address Book to place a call using the address book.
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Click the Transfer button at the top of the Conversation tool.
The two calls connect to each other. Your phone disconnects from the conversation and the Conversation tool disappears.
