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!
- Click on the "Answer" button in the TouchPoint "Toast" window.
- Click on the "Magnifying Glass" in the TouchPoint bar.
- Type the name or NetID of the person whose voicemail you want to send the call.
- Click on the appropriate person's name. In the "Contact Actions" window, click the "Voicemail" icon 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.