Transfer a Call

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Acqueon Workspace supports direct transfer of calls. You can transfer a call immediately to another person.

Acqueon Workspace supports two types of transfers:

Direct or single-step transfer and a consult transfer. A direct transfer allows you to transfer a call immediately to a person.
A consult transfer allows you to connect with a person before transferring a call.

Direct Transfer

To direct transfer a call:

On an active call, click the Direct Transfer icon.
Select the required contact from the Contacts tab and click on Call button to make a call.
You can also select the Dialpad tab. On the dial pad dialog, make a call.
When the direct transfer call is connected and another Agent picks up the call, the call is moved from the previous agent Queue and previous agent state changes to either Ready or Wrap-up depending on configured Cisco Agent Desktop settings.

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