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Transfer a Call Using the Queue Control Toolbar

You can transfer the currently selected interaction by using the Transfer button on the Queue Control toolbar.

To transfer a call using the Transfer button:

Inform the caller that he or she is going to be transferred.
On the Queue Control toolbar, click the Transfer button.

Result: The Transfer dialog box appears.

In the Transfer To: text box, type all of part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Options drop-down list and adjust them if necessary.

From the drop-down list, do one of the following:

- Select "Dial [your entry] as Digits" to convert a text entry into numbers.
- Select the appropriate name and associated extension number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether the transfer recipient is logged onto a CIC client and is able to accept the transferred call. This can help you decide what kind of call transfer to use.

Do one of the following:
- To transfer the call without consulting the recipient, click the Transfer button.
- To speak with the transfer recipient before transferring the call, click down arrow on the Transfer button and select Consult. For more information, see Transfer a Call After Consulting the Recipient.
- To send the call to the intended recipient’s voice mail, click the down arrow on the Transfer button and select Transfer to Voice Mail. You can send a call to another person’s voice mail only if that person is another CIC client user. For more information, see Transfer a Call to Another Person’s Voicemail.
- To park the call on the intended recipient’s extension until the recipient becomes available, click down arrow on the Transfer button and select Park. This places the call in the recipient’s My Interactions queue so the recipient can select it later. You can park a call on a person’s extension only if that person is another CIC client user. For more information, see Park a Call on Another Person’s Extension.

Result: The transferred call disappears from My Interactions and is routed to the selected recipient.