Transferring or Conferencing Work Items

Performing a Blind Transfer on the Active Work Item

This procedure describes how to perform a blind transfer on the active work item.

To perform a blind transfer on the active work item 

1. Specify the person to whom you want to transfer the active work item by selecting an employee record or by entering contact information, such as phone extension, in the text input field.

2. Click Blind Transfer.

   The work item is released immediately.

Performing a Consultative Transfer on the Active Voice Call

This procedure describes how to perform a consultative transfer on the active voice call.

To perform a consultative (two-step) transfer on the active voice call  

1. Specify the person to whom you want to transfer the active voice call by selecting an employee record or by entering the recipient's extension in the text input field.

2. Click Consultative Transfer.

   The current call is paused, and the transfer recipient is dialed.

3. Do one of the following:

   • When the transfer recipient answers and indicates acceptance of the transfer, click Consultative Transfer again (toggle the button) to complete the transfer and release the call.

   • If the transfer recipient does not accept the transfer, then click Retrieve Call to retrieve the call.

Creating a Conference for the Active Voice Call

This procedure describes how to create a conference for the active voice call.

To create a conference for the active voice call  

1. Specify the person with whom you want to conference the active voice call by selecting an employee record or by entering the recipient's extension in the text input field.

2. Click Conference.

   The current call is paused, and the conference recipient is dialed.

3. Do one of the following:

   • When the conference recipient answers and indicates acceptance of the conference, click Conference again (toggle the button) to complete the conference and include all parties on the active call.

   • If the conference recipient does not accept the conference, then click Retrieve Call to retrieve the call.

4. Repeat Step 1 through Step 3 to add participants, as appropriate.

Pausing the Active Work Item

This procedure describes how to pause the active work item.

To pause the active work item  

• Click Pause Work Item.

  A voice call is put on hold, or a work item of another channel is paused, until you resume it.

Resuming a Paused Work Item

This procedure describes how to resume a paused work item.

To resume a paused work item  

1. If you have an active work item, then pause it, as described earlier.

2. Select a work item from the Work Items list.

3. Click Resume Work Item to activate the selected work item.