Teams Contact Center, Transferring Calls to Voicemail

This document details how an agent or supervisor of the Contact Center can transfer a call directly to a Teams user's voicemail. Please note: Calls answered in TouchPoint by Contact Center agents/supervisors should ONLY be transferred using TouchPoint, NOT Teams!
  1. Click on the "Answer" button in the TouchPoint "Toast" window.
  2. TouchPoint Toast Window
  3. Click on the "Magnifying Glass" in the TouchPoint bar.
  4. TouchPoint Magnifying Glass
  5. Type the name or NetID of the person whose voicemail you want to send the call.
  6. TouchPoint Search for Contact
  7. Click on the appropriate person's name. In the "Contact Actions" window, click the "Voicemail" icon TouchPoint Voicemail Button located to the left of the "Star" icon. The caller will then be connected to the voicemail account and you will be returned either to the TouchPoint, "After Call Wrap-up Time", or "Wrap-up Codes" window. NOTE: The window you are returned to will depend upon your department's configuration of Contact Center.
  8. TouchPoint Contact Voicemail

KeywordsTeams, Team, Skype, sfb, SfB, contact center, transferring, voicemail, skype   Doc ID94687
OwnerLync M.GroupUniversity of Illinois Technology Services
Created2019-09-26 13:36 CDTUpdated2023-07-17 09:43 CDT
SitesUniversity of Illinois Technology Services
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