Transfer a Call to Another Person’s Voice Mail

You can transfer a call directly to another Interaction 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 Interaction Client 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

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

While the call is selected in My Interactions, inform the caller that he or she is going to be transferred to another person’s voice mail.
Locate and select the directory entry to which you want to transfer the call.
On the Directory toolbar, click the Voicemail button.

Result: The call is transferred to the recipient’s voice mail and its status changes to Disconnected in My Interactions.

To transfer a call to another person’s voice mail using the Transfer dialog box:

Select the call and inform the caller that he or she is going to be transferred to another person’s voice mail.
On the Queue Control toolbar, click the Transfer button.

Result: The Transfer dialog box appears.

In the Transfer To: field, type all or 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 contact 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 contact name and associated extension or phone number.

Result: If the designated transfer recipient is a CIC user, status information appears. It shows whether the transfer recipient is logged onto Interaction 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 its status changes to Disconnected in My Interactions.