How to Consult Transfer an ACD Call

Brief Description

This workflow describes the steps for a user to consult transfer an ACD (Automatic Call Distribution) call in the Genesys system.

Select the Consult Transfer icon.

Enter the contact information into the Enter Name, Number or Queue field.

Select the contact.

Select the Consult button. When the new person comes on the line, give them any necessary information to take over the call.

Select the Pause button to bring the first call off hold. All three callers are now live and able to hear each other.

Select the Transfer button to leave the consult call. The other two calls remain connected.

Select the Default Wrap-up code link that corresponds to the type of call you just handled.

Select the Done button.

Video Walkthrough