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Transfer a Chat Session

You can transfer a chat session to another CIC client user or to a workgroup. Use this option, for example, if you want a more experienced agent to handle the chat request.

To transfer a chat session using a directory:

In My Interactions or other queue view, select the chat session.
Do one of the following:

- Select a name in the directory and press Enter.
- Drag and drop the chat session onto a name in a directory.

Note: You can transfer a chat session by dragging and dropping in on a selected recipient in the Company Directory or to a workgroup in the Workgroup and Profile View.

To transfer a chat session using the Transfer dialog box:

Pick up the chat request,

Do one of the following:
- On the Queue Control toolbar, click the Transfer button.
- Right-click the chat request and select Transfer from the shortcut menu.
In the Transfer dialog box, 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, 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 the CIC client and is able to accept the transferred email message.

Click the Transfer button.

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