- Product Introduction
- Purchase Guide
- Preparation
- Getting Started
- Administrator Manual
- Telephone Operation Guide
- Customer Service Management
- Inbound IVR Management
- Outbound Number Assignment
- SIP Phone Registration
- Integration with Business System (Inbound Call Pop-Up)
- Online Status and On Break Reason
- Inbound Call Routing and Answering Settings
- Clicking to Dial on PC
- Hot Word Feature
- Outbound Call on Dial Pad
- Predictive Outbound Calling
- Call-out Then Customer Call-in Reception
- Call Features
- Customer Satisfaction Evaluation
- Number Privacy Protection
- Service Record Viewing and Playback
- Service Record Storage and Access
- Recording Storage and Access
- Data Analysis
- Real-Time Monitoring
- Telephone Operation Guide
- Agent Manual
- Phone Volume
- Hardware, Software, and Network Requirements
- Logging In and Going Online
- Agent Workstation
- Agent Status
- Answering Calls and Making Outbound Calls (via Web)
- Call Hold and Mute
- Direct Transfer to Skill Group/Agent
- Call Self-Service
- Entering Extension Number
- Agent Internal Call
- Phone Service Records and Recording
- Modify the mobile number
- Forgetting or Changing Password
- Going Offline and Logging Out
- Phone Volume
- Practical Tutorial
- Use Case
- API Documentation
- History
- Introduction
- API Category
- Making API Requests
- Agent APIs
- Skill Group APIs
- Number APIs
- Dual Call APIs
- Automatic Outbound Call APIs
- CreateAutoCalloutTask
- DescribeAutoCalloutTasks
- StopAutoCalloutTask
- DescribeAutoCalloutTask
- UpdatePredictiveDialingCampaign
- ResumePredictiveDialingCampaign
- PausePredictiveDialingCampaign
- DescribePredictiveDialingSessions
- DescribePredictiveDialingCampaigns
- DescribePredictiveDialingCampaign
- DeletePredictiveDialingCampaign
- CreatePredictiveDialingCampaign
- AbortPredictiveDialingCampaign
- DescribeAgentCruiseDialingCampaign
- Telephone APIs
- Phone Service Record APIs
- Purchasing APIs
- Other APIs
- Outbound Call APIs
- Data Types
- Error Codes
- SDK Development Guide
- Data Push
- FAQs
- Service Agreement
- Contact Us
- Data Deletion Guide
- Glossary
- Product Introduction
- Purchase Guide
- Preparation
- Getting Started
- Administrator Manual
- Telephone Operation Guide
- Customer Service Management
- Inbound IVR Management
- Outbound Number Assignment
- SIP Phone Registration
- Integration with Business System (Inbound Call Pop-Up)
- Online Status and On Break Reason
- Inbound Call Routing and Answering Settings
- Clicking to Dial on PC
- Hot Word Feature
- Outbound Call on Dial Pad
- Predictive Outbound Calling
- Call-out Then Customer Call-in Reception
- Call Features
- Customer Satisfaction Evaluation
- Number Privacy Protection
- Service Record Viewing and Playback
- Service Record Storage and Access
- Recording Storage and Access
- Data Analysis
- Real-Time Monitoring
- Telephone Operation Guide
- Agent Manual
- Phone Volume
- Hardware, Software, and Network Requirements
- Logging In and Going Online
- Agent Workstation
- Agent Status
- Answering Calls and Making Outbound Calls (via Web)
- Call Hold and Mute
- Direct Transfer to Skill Group/Agent
- Call Self-Service
- Entering Extension Number
- Agent Internal Call
- Phone Service Records and Recording
- Modify the mobile number
- Forgetting or Changing Password
- Going Offline and Logging Out
- Phone Volume
- Practical Tutorial
- Use Case
- API Documentation
- History
- Introduction
- API Category
- Making API Requests
- Agent APIs
- Skill Group APIs
- Number APIs
- Dual Call APIs
- Automatic Outbound Call APIs
- CreateAutoCalloutTask
- DescribeAutoCalloutTasks
- StopAutoCalloutTask
- DescribeAutoCalloutTask
- UpdatePredictiveDialingCampaign
- ResumePredictiveDialingCampaign
- PausePredictiveDialingCampaign
- DescribePredictiveDialingSessions
- DescribePredictiveDialingCampaigns
- DescribePredictiveDialingCampaign
- DeletePredictiveDialingCampaign
- CreatePredictiveDialingCampaign
- AbortPredictiveDialingCampaign
- DescribeAgentCruiseDialingCampaign
- Telephone APIs
- Phone Service Record APIs
- Purchasing APIs
- Other APIs
- Outbound Call APIs
- Data Types
- Error Codes
- SDK Development Guide
- Data Push
- FAQs
- Service Agreement
- Contact Us
- Data Deletion Guide
- Glossary
If an ongoing call between a user and an agent needs to be transferred to a specified department or agent, the current agent may transfer the call to the specified agent or telephone skill group.
Direct Transfer to Skill Group
The current agent clicks Transfer to Skill Group, selects the skill group to which the call is to be transferred, and then clicks START TRANSFER. The current agent can see whether the target skill group has free agents before starting the transfer.
After starting the transfer, the current agent hangs up the phone, and the user hears the on-hold prompt while waiting for the target skill group agent to answer. When an agent from the target skill group picks up the phone, the call is successfully transferred.
Direct Transfer to Agent
The current agent clicks Transfer to Skill Group, searches for the agent to which the call is to be transferred, selects the target agent, and clicks START TRANSFER. The current agent can see the status of the target agent before starting the transfer. After starting the transfer, the current agent hangs up the phone, and the user hears the on-hold prompt while waiting for the target skill group agent to answer. When the target agent picks up the phone, the call is successfully transferred.
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