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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:

  1. In My Interactions or other queue view, select the chat session.

  2. Do one of the following:

    • Right-click a name in a directory. From the shortcut menu, select Selected Interaction and then click Transfer.

    • 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:

  1. Do one of the following:

    • In the Chat Window, click the Transfer button.

    • In the Chat Window, from the Actions menu, select Transfer.

    • In the Chat Window, press Ctrl+T.

Result: The Transfer dialog box appears.

  1. 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.

  1. 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: Status information for the selected CIC user or current statistics for the selected workgroup appears. This information helps you determine if the user or workgroup is able to join the chat.

  1. Click the Transfer button.

Result: When you transfer a chat session to another user, the CIC client includes the existing chat conversation with the transfer, which enables the transfer recipient to review the transcript when they join the chat.

Related Topics

Manage a Chat Session

Transfer Button

Transfer Dialog Box

Using the Queue Control Toolbar

Working with Chat Sessions