Options for transferring a call in CXone
...
| Info |
|---|
Not all Skills are connected to live queues. Make sure the queue selected has a green icon, indicating there are agents available to take the call. |
Transferring etiquette
When transferring a customer to another skill be sure to let them know that there is a possibility that they could be prompted to leave a voicemail if no one is available to take the call:
“I will place you on a brief hold while I transfer you to {skill/third party}. I will remain on the line with you during the transfer, but please be aware that if {skill/third party} is not available, you will be prompted to leave a voicemail.”
Transferring a call to another Skill (queue)
...