How to Place a Call in a Service Queue
Sometimes you may have to transfer a service call to a queue. This may be necessary, for example, if the caller has mistakenly selected the wrong service option during the interactive voice response (IVR) phase of the call, and you need to redirect their call to the team that can better help with their service request. Transfers of calls to service queues are called blind or single-step transfers because they do not involve consultation calls.
Blind Transfer
To make a blind transfer, follow these steps:
- During a call, click the Consult, Conference, or Blind Transfer button
. - Select the desired queue from the Directory or enter its number in the Dial Number field.
- Click the Blind button
.
Note that, depending on your contact center configuration, you may be able to see the current status of the queue in the Directory.
Upon completion of a blind transfer, the call will be placed in the selected service queue and you will be disconnected from this call. The call will disappear from your Active Interactions list, and your state will change from Busy to Ready.
Note: Blind transfers to specific agents' extensions are also possible. These can be used, for example, when the caller prefers to speak to a particular person and does not mind leaving a voicemail message if that person happens to be unavailable to take their call.