Blind transfer an interaction


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

The client supports two types of transfers: a blind transfer (all interaction types) and a consult transfer (call interactions). A blind transfer allows you to transfer an interaction immediately to a person or queue. A consult transfer allows you to connect with a person or queue before transferring a call. For more information about how transfers behave in PureCloud, see Transfer a call and Transfer a call without speaking to the intended recipient.

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

直接転送を行うには、以下の手順を実行します。

  1. コール制御で [転送] をクリックします。
    Note: The Consult button does not appear in the Transfer window for chat, email, message, and ACD voicemail interactions.

    Transfer window

  2. 該当する場合、ユーザーまたはキューで検索を絞り込みます。

    By default, both People and Queues are active and appear with gray backgrounds. The integration searches both People and Queues for any name or number that you type in the Name or Number box.

    • キューのみで検索するには、[ユーザー] をクリックして、ユーザーを非アクティブにします。 

      [キュー] のみがアクティブになっており、灰色の背景で表示されます。

    • ユーザーのみで検索するには、[キュー] をクリックして、キューを非アクティブにします。

      [ユーザー] のみがアクティブになっており、灰色の背景で表示されます。

    • 1 つのオプションを非アクティブにした後で、ユーザーとキューの両方で検索を行うには、灰色の背景で表示されていないオプションをクリックします。

      [ユーザー] と [キュー] の両方がアクティブになり、灰色の背景で表示されます。

    選択したオプションはそのまま残り、次に転送を行うときに表示されます。Transfer window with Queues selected

  3. In the Name or Number box, type a queue name, a person’s name, or a phone number.

    As you start to type a name, a list of people and queues appear. (If you made People inactive, then a list of queues appear. If you made Queues inactive, then a list of people appear.)

    The client shows the status of people. If they are handling interactions, the client shows the number of interactions that they are handling. Type ahead search results for transfers

  4. Click the person or queue that you want to transfer the interaction to.
    • People

      When you click a person, statistics for the person appear. The statistics include the following items:

      • The person’s status.
      • The number and type of interactions that the person is currently handling.

      Statistics for person being called

      Hover over Interacting to see all media types. Statistics for person expanded

      If you click a person, the person’s status appears. If the person is on the phone, this information also appears.Transfer window with person's status

    • Queues

      When you click a queue, statistics for the queue appear. The statistics include the following items:

      • The number and type of interactions waiting in the queue.
      • The number of active and total agents in the queue.
      • The estimated wait time for an agent to answer.

      Statistics for queue

      Hover over Waiting to see all media types.Statistics for queue expanded

  1. クリックします。 視覚障害者.

インタラクションが接続されたら、転送が完了し、当初のインタラクションがリストから消去されます。

For more information, see Consult transfer a call, Transfers, and Call controls.

直接転送を行うには、以下の手順を実行します。

  1. コール コントロールで [転送] をクリックします。

    Your administrator can configure the integration to transfer additional content with an interaction.

    Note: The People and Queues buttons appear by default. However, your administrator can configure whether the buttons appear or not. The Consult button does not appear for chat, email, message, and ACD voicemail interactions.

    Transfer workspace window

  2. Narrow your search to People or Queues, if applicable.

    By default, both People and Queues are active and appear with gray backgrounds. The integration searches both People and Queues for any name or number that you type in the Name or Number box.

    Note: People include both people in your PureCloud organization and your system.

    • キューのみで検索するには、[ユーザー] をクリックして、ユーザーを非アクティブにします。 

      [キュー] のみがアクティブになっており、灰色の背景で表示されます。

    • ユーザーのみで検索するには、[キュー] をクリックして、キューを非アクティブにします。

      [ユーザー] のみがアクティブになっており、灰色の背景で表示されます。

    • 1 つのオプションを非アクティブにした後で、ユーザーとキューの両方で検索を行うには、灰色の背景で表示されていないオプションをクリックします。

      [ユーザー] と [キュー] の両方がアクティブになり、灰色の背景で表示されます。

    選択したオプションはそのまま残り、次に転送を行うときに表示されます。Transfer window with Queues selected

  3. In the Name or Number box, type a queue name, a person’s name, or a phone number.

    As you start to type a name, a list of people and queues appear. (If you made People inactive, then a list of queues appear. If you made Queues inactive, then a list of people appear.)

    People and queues in your PureCloud organization appear first in the results, followed by people in your system. The integration limits the results of each search type to 25.

    The client shows the status of people in your PureCloud organization. If they are handling interactions, the client shows the number of interactions that they are handling. Type ahead search results for transfers

  4. Click the person or queue that you want to call.
    • People

      When you click a person, statistics for the person appear. The statistics include the following items:

      • The person’s status.
      • The number and type of interactions that the person is currently handling.

      Statistics for person being called

      Hover over Interacting to see all media types. Statistics for person expanded

      If you click a person in your PureCloud organization, the person’s status appears. If the person is on the phone, this information also appears. Transfer window with person's status

      If you click a person in your system with multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call.Transfer window with multiple numbers for person

    • Queues

      When you click a queue, statistics for the queue appear. The statistics include the following items:

      • The number and type of interactions waiting in the queue.
      • The number of active and total agents in the queue.
      • The estimated wait time for an agent to answer.

      Statistics for queue

      Hover over Waiting to see all media types.Statistics for queue expanded

  5. クリックします。 視覚障害者.

インタラクションが接続されたら、転送が完了し、当初のインタラクションがリストから消去されます。

For more information, see Blind transfer an interaction, Transfers, and Call controls.

直接転送を行うには、以下の手順を実行します。

  1. コール コントロールで [転送] をクリックします。

    In Salesforce apps with console navigation, you can transfer the workspace with the call. 

    Note: The People and Queues buttons appear by default. However, your administrator can configure whether the buttons appear or not. The Consult button does not appear for chat, email, message, and ACD voicemail interactions.

    Transfer workspace window

  2. Narrow your search to People or Queues, if applicable.

    By default, both People and Queues are active and appear with gray backgrounds. The integration searches both People and Queues for any name or number that you type in the Name or Number box. 

    Note: People include both people in your PureCloud organization and your Salesforce organization.

    • キューのみで検索するには、[ユーザー] をクリックして、ユーザーを非アクティブにします。 

      [キュー] のみがアクティブになっており、灰色の背景で表示されます。

    • ユーザーのみで検索するには、[キュー] をクリックして、キューを非アクティブにします。

      [ユーザー] のみがアクティブになっており、灰色の背景で表示されます。

    • 1 つのオプションを非アクティブにした後で、ユーザーとキューの両方で検索を行うには、灰色の背景で表示されていないオプションをクリックします。

      [ユーザー] と [キュー] の両方がアクティブになり、灰色の背景で表示されます。

    選択したオプションはそのまま残り、次に転送を行うときに表示されます。Transfer window with Queues selected

  3. In the Name or Number box, type a queue name, a person’s name, or a phone number.

    As you start to type a name, a list of people and queues appear. (If you made People inactive, then a list of queues appear. If you made Queues inactive, then a list of people appear.)

    People and queues in your PureCloud organization appear first in the results, followed by people in your Salesforce organization. The integration limits the results of each search type to 25.

    The client shows the status of people in your PureCloud organization. If they are handling interactions, the client shows the number of interactions that they are handling.Type ahead search results for transfers

  4. Click the person or queue that you want to transfer the interaction to.
    • People

      When you click a person, statistics for the person appear. The statistics include the following items:

      • The person’s status.
      • The number and type of interactions that the person is currently handling.

      Statistics for person being called

      Hover over Interacting to see all media types. Statistics for person expanded

      If you click a person in your PureCloud organization, the person’s status appears. If the person is on the phone, this information also appears.Transfer window with person's status

      If you click a person in your Salesforce organization with multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call.Transfer window with multiple numbers for person

    • Queues

      When you click a queue, statistics for the queue appear. The statistics include the following items:

      • The number and type of interactions waiting in the queue.
      • The number of active and total agents in the queue.
      • The estimated wait time for an agent to answer.

      Statistics for queue

      Hover over Waiting to see all media types.Statistics for queue expanded

  5. クリックします。 視覚障害者.

インタラクションが接続されたら、転送が完了し、当初のインタラクションがリストから消去されます。

For more information, see Consult transfer a call, Workspace transfer, Transfers, and Call controls.

直接転送を行うには、以下の手順を実行します。

  1. Click Transfer in the call controls.

    Note: The People and Queues buttons appear by default. However, your administrator can configure whether the buttons appear or not. The Consult button does not appear for chat, email, message, and ACD voicemail interactions.

    Transfer window

  2. Narrow your search to People or Queues, if applicable.

    By default, both People and Queues are active and appear with gray backgrounds. The integration searches both People and Queues for any name or number that you type in the Name or Number box. 

    Note: People include both people in your PureCloud organization and users in your Zendesk organization. 

    • キューのみで検索するには、[ユーザー] をクリックして、ユーザーを非アクティブにします。 

      [キュー] のみがアクティブになっており、灰色の背景で表示されます。

    • ユーザーのみで検索するには、[キュー] をクリックして、キューを非アクティブにします。

      [ユーザー] のみがアクティブになっており、灰色の背景で表示されます。

    • 1 つのオプションを非アクティブにした後で、ユーザーとキューの両方で検索を行うには、灰色の背景で表示されていないオプションをクリックします。

      [ユーザー] と [キュー] の両方がアクティブになり、灰色の背景で表示されます。

    選択したオプションはそのまま残り、次に転送を行うときに表示されます。Transfer window with Queues selected

  3. In the Name or Number box, type a queue name, a person’s name, or a phone number.

    As you start to type a name, a list of people and queues appear. (If you made People inactive, then a list of queues appear. If you made Queues inactive, then a list of people appear.) To return a list of users in your Zendesk organization, type complete words (such as John or Zendesk) or phone numbers that match the format in Zendesk (13175550123).

    Note: Users in your Zendesk organization only appear in the results if Zendesk contains phone numbers for them.

    People and queues in your PureCloud organization appear first in the results, followed by users in your Zendesk organization. The integration limits the results of each search type to 25.

    The client shows the status of people in your PureCloud organization. If they are handling interactions, the client shows the number of interactions that they are handling. Type ahead search results for transfers

  4. Click the person or queue that you want to transfer the interaction to.
    • People

      When you click a person, statistics for the person appear. The statistics include the following items:

      • The person’s status.
      • The number and type of interactions that the person is currently handling.

      Statistics for person being called

      Hover over Interacting to see all media types. Statistics for person expanded

      If you click a person in your PureCloud organization, the person’s status appears. If the person is on the phone, this information also appears.Transfer window with person's status

      If you click a person in your Zendesk organization, the person’s phone number appears.Transfer window with person's number

    • Queues

      When you click a queue, statistics for the queue appear. The statistics include the following items:

      • The number and type of interactions waiting in the queue.
      • The number of active and total agents in the queue.
      • The estimated wait time for an agent to answer.

      Statistics for queue

      Hover over Waiting to see all media types.Statistics for queue expanded

  5. クリックします。 視覚障害者.

インタラクションが接続されたら、転送が完了し、当初のインタラクションがリストから消去されます。

For more information, see Consult transfer a call, Transfers, and Call controls.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.