Agent transfer call to another skill group using Cisco Finesse 11.5

Ritesh Desai · ‎02-17-2017

Hi folks,

I reviewed the messages on Cisco support forum but most of them are related to CAD and CTIOS. Need suggestion on how shall I achieve "Agent can transfer / re-route to another skill group" Usually this happens when customer call is landed in wrong skill group.

Am using Packaged CCE 11.5.1 solution.

Please suggest.

thanks & regards,

Ritesh Desai.

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regards, Ritesh Desai

Sasikumar Divvela · ‎02-17-2017

Finesse desktop also have transfer button. Agent can use that option to dial to different number.

Are you looking for different option than this ?

Anoop Krishnan · ‎02-17-2017

Hi Ritesh,

I guess, you are speaking about the Warm Transfer here, and you would be using CVP as a part of the Solution, please find the thread discussing Network Transfers and how to achieve them, in the below thread, i hope this helps.

https://supportforums.cisco.com/document/29531/network-transfers-cvp#Agent_Transfer_

Regards,

Anoop