Call Center Express - Call Transferring using Finesse
This document describes how to transfer a call in Cisco Finesse.
How to transfer a call using Cisco Finesse
Note: Transfers in the Cisco system are largely "warm" transfers. This means that a caller cannot just be placed in a queue. You must talk to the person receiving the call prior to completing the transfer. This does not need to be done for external transfers.
1. While the customer is on a call (not on hold), click the consult button.
2. On the right, fill in the number you would like to transfer to, this will be a warm transfer so you will need to wait for the call to connect, then transfer the customer. For numbers with a 608 area code, you do not need to dial the 608 portion, you will dial 1-123-4567. If its a number outside of the 608, you will need to dial the full number after the 1 to dial out. I.E. 1-1-999-123-4567
3. Once the person answers the call you can select the transfer button to connect the two people.
Note: In rare cases, you make need to initiate a conference call where 3 or more people need to talk at the same time. In this situation, you can select conference instead of transfer and all 3 parties will be in the same call. If one party leaves, the other parties will remain in the call.