SFB Contact Center, Supervised Transfers in TouchPoint to Skype for Business Users

This article describes the process Contact Center agents should use to perform supervised or announced transfers of callers to Skype for Business users or accounts.

1.    After you have answered the call in TouchPoint, place the caller on hold using either TouchPoint or Skype for Business.
a.    To place the call on hold in TouchPoint:
i.    In the TouchPoint bar, hover over the green and white phone icon.
      TouchPoint Place Hold
ii.    Click the Hold button in TouchPoint.
      TouchPoint Hold Button
b.    OR to place the call on hold in Skype for Business, press the Hold button in the call window.
        SFB Hold Button
2.    Type the name of the person or account you'd like to transfer the call to into the Skype for Business search box.
       SFB Search
3.    Hover over the person’s photo and click the phone icon to place the call.
       SFB Hover to Call
4.    Discuss any items with the person.
5.    Hover over the phone icon of the second caller in TouchPoint. Click Complete Transfer.
       TouchPoint Supervised Transfer

Keywords:Contact Center, Skype for Business, Skype, TouchPoint, Touch Point, Contact Center Transfer, Transfer Call, Announced Transfer, Supervised Transfer, Consultative Transfer   Doc ID:68543
Owner:Amy S.Group:University of Illinois Technology Services
Created:2016-11-09 15:35 CDTUpdated:2016-12-19 16:53 CDT
Sites:University of Illinois Technology Services
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