Transferring a contact to another agent in any media typeA medium, such as voice, email, and chat, through which a contact connects with an intended recipient. follows certain rules. The example below demonstrates these rules with a use case.
An agent (Obi-Wan) is on a call and wants to transfer it to another agent (Yoda). The following table describes the results of the transfer attempt based on several variables:
| Yoda's Current State | Actions Available for Obi-Wan | Yoda's Next State | Calls in Yoda's Personal Queue | Description |
|---|---|---|---|---|
| On a call or in ACW | None | Any | N/A | Obi-Wan cannot see a Call button in the address book. He has no opportunity to cold transfer the call and put it in Yoda's personal queue. |
| In any unavailable stateThe availability status of an agent. other than ACW |
Transfer |
Any | N/A | Obi-Wan can cold transfer the call to Yoda. |
| Consult | Unavailable | No |
Obi-Wan can consult Yoda and engage him in a warm transfer. If Obi-Wan clicks Transfer during the consult, the contact call enters Yoda's personal queue. Yoda must set his state to available before Obi-Wan transfers the call to keep the contact on the line. |
|
| Available | Yes | Obi-Wan can consult Yoda and engage him in a warm transfer. If Obi-Wan clicks Transfer during the consult, the contact call enters Yoda's personal queue. Yoda receives the calls that were already in his personal queue before receiving the call he just consulted on with Obi-Wan. |
