Transfer configuration

In order for agents to be able to utilise the Agent Desktop directory for calls and transfers to queues, agents, contact flows, or external numbers, the following needs to be deployed in the Agent Desktop:

• Agent to agent dialling contact flow

• Transfer Quick Connect

• Transfer contact flow

• Transfer queue

Agent to agent dialling

Agent to agent pre-dial

This is the phone number used exclusively for agent to agent outbound calls (as a conference call is required to establish a connection between the two agents. Select the phone number you want to use exclusively for agent to agent dialling.

Agent to agent init flow

This is the contact flow used exclusively for agent to agent outbound calls. Click on the select field and add a new unique name for the contact flow that will be deployed into your Connect instance. Another option is to select an existing contact flow instead of creating a new one. If you select an existing contact flow, it will be overwritten when you save and deploy the transfer configuration. Once the transfer configuration has been deployed, you will need to go into Connect and assign this contact flow to the phone number used for agent to agent dialling.

Transfers

Transfer router Quick connect

This is the Quick connect used for all transfers. Click on the select field and add a new unique name for the Quick connect that will be added to your Connect instance. Another option is to select an existing Quick connect instead of creating a new one. If you select an existing Quick connect, it will be overwritten when you save and deploy the transfer configuration.

Transfer router flow

This is the transfer to queue contact flow used for transfers. It will be assigned to the Quick connect you created in the above step. Click on the select field and add a new unique name for the contact flow that will be deployed into your Connect instance. Another option is to select an existing contact flow instead of creating a new one. If you select an existing contact flow, it will be overwritten when you save and deploy the transfer configuration.

Transfer router queue

This is a queue that is a special system queue and is not visible in the Agent Desktop, however you will be able to see it in Connect. This queue is reserved for transfer routing and is automatically added to all existing and any future routing profiles to enable agents to transfer contacts. This queue will also be assigned to the Quick connect you created in the previous step. Click on the select field and add a new unique name for the transfer router queue that will be added to your Connect instance. Another option is to select an existing system queue instead of creating a new one. If you select an existing system queue, it will be overwritten when you save and deploy the transfer configuration.

Deploy transfer configuration

Once you have populated all fields you can click on Save and deploy. You’ll get a notification showing that transfer configuration and infrastructure has started, and you will again be notified when this deployment is complete.

• Once the transfer configuration deployment is complete, if you haven’t already done so you will need to go into Connect and assign the agent to agent init flow to the phone number you selected in the agent to agent pre-dial field.

• Once the transfer configuration deployment is complete, DO NOT remove the transfer router queue from any routing profiles in Connect. Doing so would cause transfers to stop working for any agents assigned to that routing profile.