Agent Call Transfer - UCCX ext or Personal ext

[Luis Sanchez]

When agents are on a call with a customer. And they need to transfer to another agent.  Should they transfer the call to the UCCX extension of the other agent or their personal extension and why?           

[anchoudh · Accepted solution]

Hi Luis,

Agents should transfer the calls to the UCCX extensions, as these UCCX extensions are monitored by the UCCX, so that UCCX wont push any new calls when it finds these UCCX extentions are in talking or in Not-Ready state.

Hope it helps.

Anand

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