SFB 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 Skype for Business user's voicemail. Please note: Calls answered in TouchPoint by Contact Center agents/supervisors should ONLY be transferred using TouchPoint, NOT Skype for Business!

  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

Keywords:contact center, transferring, voicemail, skype   Doc ID:94687
Owner:Lync M.Group:University of Illinois Technology Services
Created:2019-09-26 13:36 CDTUpdated:2020-08-20 13:20 CDT
Sites:University of Illinois Technology Services
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