Perform an attended transfer on an interaction (Edify App)

Edify App > Queue > Interactions > Perform an attended transfer on an interaction (Edify App)

This article explains how to perform an attended transfer on an interaction in Edify App.

In this article

Overview

In Edify App, an attended transfer is a transfer where the customer is placed on hold while the owner of the interaction communicates with the recipient of the transfer. After talking to the recipient of the transfer, the owner of the interaction can either complete the transfer or conference the customer into the conversation.

When the owner of the interaction is done with the conference the owner of the interaction can transfer the call to the recipient or cancel the transfer to return to the original call.

When transferring an interaction, click Attended to initiate an attended transfer.

There are three overarching steps for performing an attended transfer:

  1. Type

Decide where to transfer the interaction (user, queue, or contact)

  1. Contact

Select or enter the person’s name, queue name, or contact number. For transfers to Users and Queues, select a name from the list or search for the name using the search field. For transfers to Contacts, type in the external number you want to contact.

  1. Complete

Finish the transfer by clicking Attended. This will put the customer on hold and initiate the call between the interaction owner and the recipient. From here the owner of the interaction can conference with the customer or complete the transfer to end ownership of the call. The interaction will then enter Wrap Up status.

Note: You can cancel an interaction at any time before clicking Complete.

Perform an attended transfer to another user

Steps

1. From an active interaction, click the transfer button.

2. Click Users.

3. Search or scroll to the user you want to transfer to.

4. Select the user.

5. Click Attended.

Note: The interaction is connecting.

6. Optional: Click Conference to bring the customer into the conversation.

7. Click Complete to execute the transfer to the receiving user.

Note: The interaction disappears from your screen. It is sent to the new user to manage.

Perform an attended transfer to a user's voicemail, mobile number, or forwarding number

Steps

  1. From an active interaction, click the transfer button.

2. Click Users.

3. Search or scroll to the user you want to transfer to.

4. Select the User.

5. Open the user entry menu.

6. Select the user's voicemail, mobile number, or FW Number (forwarding number) from the user entry menu.

7. Click Attended.

Note: The transfer is connecting.

8. Optional: Click Conference to bring the customer into the interaction.

9. Click the Complete button to finalize the transfer.

Note: The interaction disappears from your screen. It is sent to the new user to manage.

Attended transfer to a queue

Steps

  1. From an active interaction, click the transfer button.

2. Click Queues.

3. Search or scroll to the queue you want to transfer to.

4. Click the queue entry.

5. Click Attended.

Note: The interaction is connecting.

6. Optional: Click Conference to bring the customer into the conversation.

7. Click Complete to execute the transfer to the receiving queue.

Note: The interaction disappears from your screen. It is sent to the new user to manage.

Attended transfers to an external contact

Steps

  1. From an active interaction, click the transfer button.

2. Click Contacts.

3. Click into the Phone Number field and enter the desired phone number.

4. Click the call out button.

5. Click the Attended button.

Note: The interaction is connecting.

6. Optional: Click Conference to bring the customer into the conversation.

7. Click Complete to execute the transfer to the receiving contact.

Note: The interaction disappears from your screen. It is sent to the new user to manage.

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