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Transfer a Call to Another Person’s Voice Mail

You can transfer a call directly to another CIC client user’s voice mail. You might want to use this feature if the caller wants to communicate with another person who is unavailable to take the call.

Note: The Voice Mail button may be disabled in the Transfer dialog box if you do not have the appropriate rights. You must have the right to use voice mail features in the CIC client t in order to transfer a call to another user’s voice mail. Also, you may not be able to transfer a call to another person’s voice mail if you do not have the right to send calls to your own voice mail. If you have questions about rights or voice mail options, see your CIC administrator

These procedures assume you are transferring calls from My Interactions, but you can transfer calls from any queue you are monitoring. There are several ways to transfer a call to another person’s voice mail.

To transfer a call to another person’s voice mail:

Tell the caller that he or she is going to be transferred to another person’s voice mail.

Do one of the following:

- On the Queue Control toolbar, click the Transfer button.
- Right-click the call and choose Transfer from the menu that appears.

Result: The Transfer dialog box appears.

In the Transfer To: field, type all or part of the transfer 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 or not 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.

Click the Voice Mail button.

Result: The call is transferred to the recipient’s voice mail and disappears from My Interactions.

To transfer a call to another person’s voice mail using the Directory toolbar:

Select the call
Select a directory entry
On the Directory toolbar, click the Send to Voicemail button or press Ctrl+M.

Note: If the Send to Voicemail button does not appear on your Directory toolbar, see Directory Toolbar Buttons for a list of available buttons and see Customizing Toolbars for instructions on adding it to your Directory toolbar.

To transfer a call to another person’s voice mail using an asterisk (*):

Tell the caller that he or she is going to be transferred to another person’s voice mail.
Do one of the following:

- On the Queue Control toolbar, click the Transfer button.
- Right-click the call and choose Transfer from the menu that appears.

Result: The Transfer dialog box appears.

In the Transfer To: field, type the transfer recipient’s number followed by an asterisk (*).

Example: 1234*

Result: A drop-down list of choices appears.

From the drop-down list, select "Dial [your entry] as Digits."
Click the Transfer button.

Result: The call is transferred to the recipient’s voice mail and disappears from My Interactions.