Difference between revisions of "Transfer from Agent Screen to Another Agent Screen - Direct"
From ViciWiki
(Created page with "* Transfer Between Agents with Agent Direct Ingroup * AKA AgentDirect Transfer = Purpose = *Agent A is on a call with a Prospect or Client who needs to be talking to Agent B (the...") |
(→Do It!) |
||
(2 intermediate revisions by the same user not shown) | |||
Line 25: | Line 25: | ||
#*OR Click on "Groups" while logged in and add AGENTDIRECT to chosen InGroups |
#*OR Click on "Groups" while logged in and add AGENTDIRECT to chosen InGroups |
||
#Must NOT be "in call" or "paused" |
#Must NOT be "in call" or "paused" |
||
− | == Do It! == |
||
+ | == [[Vicidial Agent Transfer Call to Another Agent via AGENTDIRECT]] == |
||
− | * Procedure to SEND a call to another LOGGED IN agent |
||
− | #Obviously, you must have a LIVE caller on your screen! |
||
− | #Press "TRANSFER-CONF" |
||
− | #Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from the "Dropdown" (which lists closer groups available) |
||
− | #In "Number to call" box enter the User Number (not the phone!!) of the agent to receive the call. |
||
− | #Press "Local Closer" |
||
− | #Disposition and you are now ready to take more calls. |
Latest revision as of 19:25, 30 March 2013
- Transfer Between Agents with Agent Direct Ingroup
- AKA AgentDirect Transfer
Contents
Purpose
- Agent A is on a call with a Prospect or Client who needs to be talking to Agent B (the reason is not important).
- Agent A knows the user number or name of Agent B (not the phone extension! user number or name!)
- Screen information must transfer with Prospect or Client so Agent B may continue with the same lead record.
Admin Preparations
AGENTDIRECT Ingroup
- Make sure AgentDirect Ingroup is Active and has not been "messed with" (default settings!)
- After this is working, more AgentDirect ingroups can be made as long as they begin with "AGENTDIRECT" if you require altered settings such as drop time, etc
Campaign Setup
- Detail View
- Allow Inbound and Blended
- CHECK AgentDirect in "Allowed Inbound Groups"
- CHECK AgentDirect in "Allowed Transfer Groups"
- SUBMIT!!
- Change "Default Transfer Group" to "AgentDirect"
- SUBMIT AGAIN!!
Users Setup
- For EACH User that will RECEIVE transfers
- CHECK Agentdirect under Inbound Groups
Agent Procedures
Set Up To RECEIVE transfers
- Check "AGENTDIRECT" InGroup during login
- OR Click on "Groups" while logged in and add AGENTDIRECT to chosen InGroups
- Must NOT be "in call" or "paused"