Transfer Caller to Voicemail, Unavailable Status

Topics:

• How to transfer a customer to voicemail when Customer Advocate (CA) or Supervisor is unavailable
• Can a caller be transferred to a CA or Supervisor while in an unavailable status?
• Use inContact to transfer caller to Customer Service Representative in unavailable state

Answer:

There is no option to transfer callers to a Customer Service Representative's voicemail if the CSR is in an unavailable state, unless the agent has a direct dial phone number.

Use the instructions below to transfer a caller to a representative with a direct dial phone number:

1. Put caller on hold.
2. Enter direct dial phone number of the CA or Supervisor in your inContact Agent.
3. Click the dial button.
4. Click transfer.

See also:

• Customer Advocate Direct Dial Numbers
• Supervisor Direct Dial Numbers
• Interaction Referral Process
• Customer Advocate Case - Customer Advocate Not Available
• Assign a Case to a Customer Advocate