From Bright Pattern Documentation
< 5.3:Agent-guide | Tutorials | Calls
• 5.3
Contents
- Agent Guide Introduction
- Welcome
- What Is Agent Desktop?
- User Interface OverviewGetting Started
- SetupUsage
- Working in Agent DesktopTutorials
- Tutorials
- Tutorials Overview
- Calendar
- Calls
- Overview
- Call ControlsAccepting/Rejecting Calls
- How to Answer an Incoming Call
- How to Reject an Incoming CallAfter Call Work and Dispositions
- Dispositions and Notes
- How to Wrap Up After Call WorkCallback Reservation
- About Callback ReservationConferences
- How to Host a Conference
- How to Participate in a ConferenceConsultations and Transfers
- How to Make Consultations and TransfersDirectory
- How to Use the DirectoryFavorites
- How to Use Favorite ContactsFollow-ups
- How to Schedule a Follow-up ActivityMute and Hold
- How to Hold and Retrieve a Call
- How to Mute a Call
- How to Release a CallPlacing Calls and Using the Dial Pad
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Speed Dial Through External IVRsRecording and Voice
- How to Connect a Voice Application to Your Call
- How to Record a Call
- How to Stop Call Recording
- How to Use Prerecorded Messages
- Voice Signatures Redialing
- How to Redial a Previously Dialed NumberRemote Assistance
- Overview: Remote Assistance During Calls
- How to Initiate Remote Assistance During a Phone Call
- How to Transfer a Call with an Active Remote Assistance SessionSending Numeric Information
- How to Send Numeric InformationService Queue
- How to Place a Call in a Service Queue
- Cases
- Chat Center
- Chats
- Contacts
- Knowledge Base
- Outbound Campaigns
- Search
- StatesHelp
- Troubleshooting
How to Transfer a Call with an Active Remote Assistance Session
You can transfer a phone call to another user without interrupting an active remote assistance session. To use this capability, the user you are transferring the call to also must be an authorized LogMeIn Rescue technician and that user’s email address must match the LogMeIn Rescue email address on the account.
- While on a phone call and a remote assistance session is already established, transfer the call as you normally would.
- When the other user accepts the call, complete the call.
- Upon completion of the call, the remote control session will continue and will be transferred to the other agent.