Consult Another Agent

To consult with another agent, follow these steps.

While on an Active Contact

  1. Click Transfer.

  2. Use the address book to find the agent you want to call. Hover over their name and click Call.

While on the Glance Idle Screen

  1. In the Glance toolbar, click NewCall.

  2. Type the number of the agent you want to call or use the address book to select an agent. When done, click Call.

    If you have multiple manual outbound skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge assigned to you, you must choose one to place the call.