Cisco Finesse - Transferring or Conferencing a Call


Introduction

When a Cisco Finesse agent needs to transfer a caller to another agent, another service, or to an outside entity, there are two ways to transfer a call:

  • A “warm transfer” where the agent makes contact with the second agent or service before bringing in the caller.  This is the preferred method of call transfer in most cases.

  • A “cold transfer” where the agent directly connects the caller to the second service and terminates the agent’s connection immediately on transfer.

Instructions

Performing a Warm Call Transfer / Conference

  1. In the Finesse Desktop, press the Consult button.

    Press the Consult button in Finesse Desktop to open a second call.

  2. A menu will appear, allowing the agent to select from the contact list within Michigan Medicine, or to type a number directly using the keypad.

    Michigan Medicine contact list to select an agent or service to transfer the call.                    Keypad to dial a phone number to transfer the call.

  3. Select the service, agent, or phone number where the caller will be transferred.  When the receiving party accepts the call, both the original call and the consult call will be displayed on the Finesse Desktop.

    When a consult call is opened, both calls are displayed in Finesse Desktop as shown here.

  4. Inform the consulting party about the call, and when ready, the call transfer may be completed.  Clicking Transfer will connect the consulting party and the original caller but disconnect the agent.  Clicking Conference will connect all three parties together.


Performing a Cold Call Transfer

  1. In the Finesse Desktop, press the Direct Transfer button.

    Clicking Direct Transfer in the Finesse Desktop will open a second call to drop the original caller into.

  2. A menu will appear, allowing the agent to select from the contact list within Michigan Medicine, or to type a number directly using the keypad.

    Michigan Medicine contact list to transfer a caller.                Keypad to dial a number to transfer a call.

  3. Select the service, agent, or phone number where the caller will be transferred.  When selected, the call will automatically be transferred, and the agent will be disconnected from the caller.