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Transfer an Email Message

ACD-routed email messages appear in My Interactions or a workgroup queue. You can transfer these ACD-routed email messages to another user or workgroup. If the designated transfer recipient does not pick it up, the CIC client returns the email message to the workgroup queue.

Tip: You cannot transfer an incoming email interaction until you send or disconnect all the email reply interactions that are associated with the original email interaction in an E-mail conversation.

Note: If the original email message contains an attachment, it automatically remains attached to the email message if you transfer it. You cannot delete original email message attachments.

To transfer an email message using a directory:

Do one of the following:

- In the Email List, select an email interaction.
- In your My Interactions queue or any other queue view in which the email interaction appears, select the email interaction.

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

To transfer an email message using the Transfer dialog box:

Do one of the following:

- In the Email List, select an email interaction.
- In your My Interactions queue or any other queue view in which the email interaction appears, select the email interaction.

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.

Requirements: Search Station Queues and Search Workgroup Queues Access Control rights determine which station and workgroup queues are available as transfer targets.

Tip: If the drop-down list does not contain the appropriate recipient, 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: Status information for the selected CIC user or current statistics for the selected workgroup appear.

Click the Transfer button.