UCCX Blind Tranfer

[abdul rasheed]

Dear Team,

We have a call center setup where the callers will be calling a support number and choose options (like 1 for sales, 2 for technical support, etc.). The callers will be connected to the agents. And the agent may do a blind transfer call to the internal employee. The supervisor wants to know what is the status of that transferred call. Also, requires getting the call back to the same agent if the employee did not answer the call in a specific amount of time. 

How can we achieve this? 

[JohnBushong8071 · Accepted solution]

"Blind transfer" indicates the agent is going to complete the transfer without knowing if the call is answered. That is a user preference and therefore can't be managed by the system for recall to the agent.

I would highly recommend the agent do a standard transfer which would mean they do not complete the transfer until the party answers. They do not necessarily need to announce the call, but at least they would control the caller's experience through contact with the correct individual.

Of course, you could build a "transfer script" wherein the agent would hit transfer, call the script, the script documents the agent ID, the agent enters the extension, completes the transfer, and the script places the call. The script could then recall the agent ID on a no answer/busy.

John B