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.

There are three overarching types of attended transfers you can perform:

  • Attended transfers to users

  • Attended transfers to queues

  • Attended transfers to contacts

This article provides steps for each of the possible ways you can make an attended transfer.

In this article

Attended transfers to users

Perform an attended transfer to queue user

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

2. Click the Users button.

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

4. Click the user entry.

5. Click the Attended button.

6. Notice the interaction is connecting.

7. Optional: Click the Conference button to bring the customer into the conversation.

8. Click the Complete button to execute the transfer to the receiving user.

Perform an attended transfer to a user's voicemail

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

2. Click the Users button.

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

4. Click the user entry.

5. Open the user entry menu.

6. Select the user's voicemail from the menu.

7. Click the Attended button.

8. Notice the transfer is connecting.

9. Optional: Click the Conference button to bring the customer into the voicemail process.

10. Click the green Complete button to finalize the transfer.

Perform an attended transfer to a user's mobile number

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

2. Click the Users button.

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

4. Click the user entry.

5. Open the user entry menu.

6. Select the user's mobile number from the menu.

7. Click the Attended button.

8. Notice the transfer is connecting.

9. Optional: Click the Conference button to bring the customer into the voicemail process.

10. Click the green Complete button to finalize the transfer.

Perform an attended transfer to a user's forwarding number

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

2. Click the Users button.

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

4. Click the user entry.

5. Open the user entry menu.

6. Select the user's forwarding number from the menu.

7. Click the Attended button.

8. Notice the transfer is connecting.

9. Optional: Click the Conference button to bring the customer into the voicemail process.

10. Click the green Complete button to finalize the transfer.

Attended transfers to a queue

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

2. Click the Queues button.

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

4. Click the queue entry.

5. Click the Attended button.

6. Notice the interaction is connecting.

7. Optional: Click the Conference button to bring the customer into the conversation.

8. Click the Complete button to execute the transfer to the receiving queue.

Attended transfers to an external contact

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

2. Click the Contacts button.

3. Search or scroll to the contact you want to transfer to or click into the contact Phone Number field and enter the desired phone number.

4. Click the call out button.

5. Click the Attended button.

6. Notice the interaction is connecting.

7. Optional: Click the Conference button to bring the customer into the conversation.

8. Click the Complete button to execute the transfer to the receiving contact.