How can we transfer a call to another agent?

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• Can a call be transferred to a department rather than to another agent?

  No, a call cannot be transferred to a department. It can only be transferred from one agent to another agent.

• What is Live Call Transfer Auto-dialing feature?

  Live Call Transfer Auto-dialing feature is an advanced feature added which ensures auto - connectivity of calls in case a user is busy or is unavailable to take calls.  This is how it works: Suppose, you have caller A and 2 MyOperator Users, B and C. ...

• What if a customer/agent misses a scheduled Outbound call?

  An outbound call consists of a scheduled call and two retries (optional). If a customer/ agent misses a scheduled call, then the OBD will generate another call to the same customer after 3 minutes (this is configurable). If both the retries fails ...

• Can a customer who is calling on the IVR transfer a call?

  No, a customer who is calling on the IVR cannot transfer a call. Only an agent attending calls in your organization can transfer calls.

• What if a sticky agent turns “Off” the "Call availability" option?

  If a strictly bind sticky agent turns “Off” the call availability option, then the call will get disconnected. However, if a loosely bind sticky agent turns “Off” the call availability option, then the customer’s call will get routed to another ...