Transfer phone conversation
Several types of transfer are supported.
Transfer to agent
The agent being transferred to has to be logged into Dixa before a transfer is possible. The agent can be Working or Away. The agent has 30 seconds to accept the transfer. If the agent's presence is set to Working and a transfer is not accepted, the agent's status will be changed to Away.
Click Transfer and select Transfer to agent.
Select agent and click Transfer now (1) to transfer the conversation directly to the agent or click Talk to [agent name] first (2) to talk to the agent before either completing the transfer or taking the conversation back.
It is possible to search for agents by entering a name.
(1) Transfer now - Enter an optional message and click Transfer.
(2) Talk to the agent first - Click Complete transfer or Take back after talking to the agent.
Transfer to queue
When transferring a conversation to a queue, the agent is automatically unassigned from the conversation. The agent will be added to the list of participants for the conversation.
Click Transfer and Transfer to queue.Select the queue and click Transfer now.It is possible to search for a queue by entering a queue name.
Transfer to number
Click Transfer and Transfer to number.
Search for a contact or enter a phone number to call. Select Transfer now to transfer the conversation directly to the external number or click Talk to [contact name/number] first before either completing the transfer or taking the conversation back.
Transfer in progress
Taking back a conversation.
Transfer timed out.
Transfers can also be initiated from the Softphone.