Overview: Transferring interactions
This article provides an overview of transferring interactions in Edify App.
In this article
This article covers three types of interaction transfers:
Transfer interaction to a user.
Transfer interaction to a queue.
Transfer interaction to a contact.
In Edify App, when transferring to any of the destinations listed above, you can decide to send phone calls as either an attended transfer or blind transfer and to send messaging interactions as a blind transfer.
You can cancel the transfer process at any point prior to completing the transfer.
Here are articles for that walk you through each step of the transfer process:
This article explains the three-step process for transferring interactions to help you understand the overall process.
Transferring interactions is a three-step process
To execute a transfer, there are three steps to follow when initiating and finishing the process:
Type: Decide on where to transfer the interaction (user, queue, or contact).
Contact: Select or enter the person’s name, queue name, or contact number, like an external phone number, to transfer to.
Complete: Execute the transfer. Complete the transfer by finishing the transfer as a basic blind transfer to the destination, or continue the transfer process by moving into an attended transfer, which is where you can talk to the contact while the customer is waiting on hold, and if needed, you can initiate a conference between you, the user/queue user/contact, and the customer to conduct a warm hand off.
As you work through this three-step process, notice that there is a transfer progress bar located along the top of the transfer workspace.
The steps for completing an interaction transfer are marked here, and this progress bar serves as a simple way to inform you of where you stand in the transfer process.
As you progress through the steps, the numbered markers change color to reflect your current transfer stage.
Step 1 - Type: Decide where to transfer the interaction
Once you activate the transfer process by clicking the dark green transfer interaction control button, the first step in the process is to determine the type of transfer. While making this decision, you are still able to converse with the customer via phone and/or message (feed tab).
You can transfer a queue interaction to another user/user’s voicemail on your account, another queue, or a contact phone number outside of your company. During step one, you can cancel the transfer at any time by clicking the Cancel Transfer button located in the top right of the transfer workspace, as shown in the image below.
There are three types of transfers - Users, Queues, and Contacts - explained by the labeled image below.
A. Users: The Users button allows you to transfer the interaction to another user on your account. This includes all users on your Edify account, but it is important to note that only queue users can receive both messaging and phone interactions. Non-queue users on your Edify account can only receive phone call transfers.
Transferring voice interactions: If you are managing a voice interaction, this allows you to transfer the call to a non-queue user or another queue user. In step two, you can define if you want to transfer the call live to the user’s IP endpoint(s), mobile phone number, or transfer directly to the user’s voicemail.
Transferring messaging interactions: If you are managing a messaging interaction, you can only transfer these types of interactions to other queue users because non-queue users can’t receive them. To help you differentiate between which users are eligible and which users aren’t eligible for these types of transfers, the system automatically displays a badge on the user that says “Not Eligible”, as shown in the image below.
B. Queues: The Queues transfer option sends the interaction to a different queue through either an attended or blind transfer. Here you have the ability to transfer to any other active queue on your Edify account.
C. Contacts: The Contacts transfer option gives you the ability to send a voice interaction to a phone number outside of your organization through either an attended or blind transfer. You can’t transfer messaging interactions to an external contact.
Step 2 - Contact: Select or enter the user, queue, or contact number for the intended destination of the transfer
Once you’ve defined the type of transfer that you’re initiating, the next step in the process is to select or enter the contact phone number that is your intended destination for the transfer. During this step, you are still actively able to converse with the customer via phone and/or messaging (feed tab).
The labeled images below display step two in the process for all transfer type options. During step two, you can cancel the transfer at any time by clicking the Cancel Transfer button in the top right of the transfer workspace (as shown in the images below).
A. Search users: The search users field is where you type the name of the specific user that you want to receive the transfer. This user can be anyone on your account - whether it’s a unified communication (i.e. UC user) or queue user.
B. Users: The users list displays the results matching your search criteria. If you don’t search for a specific user, this list displays all enabled users on your account, including both queue users and non-queue users.
Note - When transferring a phone call to a unified communication user, and you specifically want to send the caller to the UC user’s voicemail, you can make that decision in the next step of the process (i.e Step 3 - Execute the transfer.)
C. Search queues: The search queues field is where you type the name of the specific queue that you want to receive the transfer.
D. Queues: The queues list displays the results matching your search criteria. If you don’t search for a specific queue, this list displays all the enabled queues on your account.
E. Contact Phone Number: The contact Phone Number field is where you type the specific phone number that you want to receive the voice interaction transfer.
F. Search contacts: The search contacts field is where you type the name of an existing contact that you want to receive the transfer. If you have any saved contacts, those contacts populate below the search contacts field. If you do not have saved contacts, this field displays the ‘No Results Found’ message as shown in the image above.
Step 3 - Complete: Execute the transfer
Once you’ve defined the destination for the transfer, the next step in the process is to initiate the transfer by either selecting to complete the transfer or to make it an attended transfer.
You can initiate a blind transfer, attended transfer, or attended conference transfer for phone calls. If you’re specifically transferring to either a UC user or a queue user, you can send the caller to either the user or the user’s voicemail box.
Either way, once you officially initiate a phone call transfer, the customer is placed on hold and you can no longer converse with them over the phone. However, if you need to speak to the customer during the transfer process, you can bring the customer back into the phone conversation by canceling the transfer to speak to the customer yourself or by initiating the conference option to create a conference call between you, the customer, and the person receiving the attended transfer.
However, for messaging interactions, like texting or web chatting, you can only initiate a blind transfer.
The labeled images below display this step of the process when transferring the interaction to another user. All transfer types (users/queues/contacts) have the same buttons that allow you to either execute a blind transfer, attended transfer, or attended conference transfer. For messaging interactions, the Attended button isn’t clickable because you can only blind transfer these interactions.
AttendedThis option is not available for messaging communication types, like texting
A. Complete (blue): The Complete button allows you to execute a blind transfer of the interaction to your destination. Blind transferring means that you do not speak to the person on the receiving end of the transfer prior to completing the transfer. If you opt to blind transfer an interaction, you can’t cancel the process once you click this Complete button.
B. Attended (blue): The Attended button allows you to first talk to the person on the receiving end of the transfer before fully completing the transfer, all while the customer hears hold music. By creating an attended transfer, you are presented the opportunity to make the transfer “warm” by clicking the Conference button. After conferencing between yourself, the customer, and the transfer recipient, finalize the transfer of ownership from you to the transfer recipient. Otherwise, click the Cancel Transfer or Cancel button to stop the transfer process altogether.Note: When transferring a phone call to a user, Edify defaults to transferring the call directly to the user. So, to execute a blind or attended transfer to a user’s voicemail, you’ll need to select “voicemail” from the user’s entry.
Conference with customer during an attended transfer
A. Conference: The Conference button appears only if you have initiated an attended transfer. Conferencing brings all involved parties - the assigned queue user, the person receiving the transfer, and the customer - into a three-way call while the attended transfer is still in process.
B. Complete (green): The Complete button allows you to officially send the customer to the receiving user. You can finish the attended transfer before or during a conference. Once you click the Complete button, you can no longer cancel the transfer.
C. Cancel: The Cancel button, in addition to the Cancel Transfer button, allows you to stop the attended transfer process. Upon terminating the transfer, the interaction is fully returned to you to manage it.
D. Cancel Transfer: The Cancel Transfer button is available at any stage of the transfer process. As long as this button is viewable to you, you can terminate the transfer process. Canceling the transfer process maintains you as the assigned user to further manage the interaction and eliminates the transfer workspace from your view.