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