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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: field, type all or 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 contact 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 contact name and associated extension or phone 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.

Optionally, if you selected a CIC user as a recipient, do one of the following:
- Select the Override Call Forwarding check box to transfer the call to the CIC user’s extension.

Result: CIC disregards any forwarding phone number set for this CIC user in Call Coverage options or Set Status Details.

- Clear the Override Call Forwarding check box to transfer the call to the extension or phone number currently preferred by the CIC user.

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 the Consult button. For more information, see Transfer a Call After Consulting the Recipient.
- To send the call to the intended recipient’s voice mail, click the Voice Mail button. 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 the Park button. 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 call is transferred to the intended recipient and disappears from My Interactions.