There are two options Options for transferring a call in CXone
To a different skill (queue) or
To an agent within the a selected skill
To another agent directly
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Transferring a call to another Skill (queue)
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Skills List
Credit and Title
Financing Support
General Spanish
Going Solar
Inquiries Homeowner
Inquiries Homeowner VM
Inquiries Installer
Installation Concerns
Installation Concerns VM
Licensing
Licensing VM
PIP
Prequeue IVR- No Agent
Sales - Onboarding
Software Platform Support
Software Platform Support VM
Supervisor Reskill
Voicemail - No Agent
Welcome Call
Welcome Call VM
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Transfer - This is a direct ‘cold transfer’. Once selected, the transferring agent will automatically be disconnected from the call
Conference - This is a ‘warm transfer’ that will allow the transferring agent to speak to the receiving agent prior to transferring the call.
Direct Transfer
Once a transfer selection is made, select Transfer:
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The customer automatically transferred to the selected queue or agent.
Conference Transfer
Once a transfer selection is made, select Conference:
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If the ‘hang up’ button is selected, the call will reroute back to the transferring agent:
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Transferring a call directly to an agent
From the transfer menu select ‘Agents' and then the team:
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All agents within that specific team will be displayed along with their availability:
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The transferring agent can select ‘call' or ‘transfer’ to transfer the customer to the available agent.