Contacting agents before transferring calls

You can choose to instant message or call other employees(DESKTOP and WEB) to alert them of an incoming transfer.

DESKTOP - The Click to Call option is not displayed when agents are in Do Not Disturb or absent from their agent groups.

Note:
  • If an agent has multiple voice agents, Ignite provides call control for the number associated with the currently active voice agent
  • DESKTOP - Click to IM does not support group IM sessions.
To Click to Call or Click to IM (DESKTOP)
  1. In the Transfer window, select an available agent.
  2. Select Click to IM to initiate an IM session or select Click to Call to initiate a voice call. See the following figure
Note: The recipient's presence displays, advising of their availability to receive your call or instant message.
To Click to Call (WEB)
  1. Click Contacts.
  2. If the destination is not a recent contact, type its name or number in the Search field.
  3. Hover over the destination’s avatar and click Call.
Parent topic: Performing in-call actions
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