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New Member

Can agents transfer calls?

I am running IPCC Express Premium 4.0(3) with agents running Cisco Agent Desktop 6.1(3) Build 6.1.2.5

I just deployed IPCC for a IT helpdesk of about 15 users. I have been asked if you can transfer a call, so one agent gets a call but for one reason or another the call needs to be transfered to another agent.

Can the agents transfer a call and still have it handled by IPCC? I guess I am asking for reporting reasons. I assume the agent would transfer it just like any call on the Cisco IP phone, but would need to send it to the agents ICD extension? Agents have their DID extension and they have their ICD extension for IPCC.

Just curious if there is any reason this would not work, and if IPCC would stop recording the stats of the call.

1 REPLY
New Member

Re: Can agents transfer calls?

Are you trying to do blind transfer?

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