Transfer points allow Agents to transfer to other Agents, Voice Pages, and Contacts - all from the Agent Monitor.

Agents

To transfer to other Agents from the existing queue or other queues from the Agent Monitor, select one or more Agents from "Available Agents" box and click the ">>" button. Remove Agents by selecting one or more Agents (use Ctrl key) and clicking the "<<" button.

Selecting "Favorites" puts those Agents at the top of your transfer list.

Voice Pages

Why transfer to a Voice Page? To direct callers to a post call survey or another Call Queue Page in the voice site.

To transfer to Voice Pages from the Agent Monitor, select one or more pages from "Available Voice Pages" box and click the ">>" button. Remove pages by selecting one or more pages and clicking the "<<" button.

Selecting "Favorites" puts those Voice Pages at the top of your transfer list. Add selected Voice Pages to your Favorites by clicking the ">>" button and remove pages by clicking the "<<" button.

Contacts

Upload contacts with a Data File. The data file must have at least 4 columns, one for each parameter: Name, Destination (phone number), Keywords (terms that will bring up the contact when a search is performed) and Favorite (value for marking a contact a favorite is "YES"). Map parameters to the associated columns in the Data File.

Here is a sample contacts file: Contacts.xls

Configuring Transfer Points

Configuring Contact List