Call Center Express - Call Transferring using Finesse

How to transfer a call using Cisco Finesse

This document describes how to transfer a call in 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.

Screenshot of 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.

Screenshot call transfer button

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.



Keywords:call center express help desk transfer internal external finesse   Doc ID:73700
Owner:Katie H.Group:Voice Services
Created:2017-05-31 15:01 CSTUpdated:2017-11-22 14:05 CST
Sites:DoIT Help Desk, Voice Services
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