You may wish to transfer your currently active call to a different queue, to an outside line, or to a teammate.

Click Transfer Call located on the middle bar – Transfer call window will open.

• To transfer to a queue, proceed to UNIVERGE BLUE® ENGAGE Call Center Agent - Transfer to Queue
• To transfer to a phone number, proceed to  UNIVERGE BLUE® ENGAGE Call Center Agent - Transfer to a Phone Number (Third Party)
• To transfer to an IVR, proceed to  UNIVERGE BLUE® ENGAGE Call Center Agent - Transfer to IVR

Note: to make an internal transfer, pull up a list of your teammates who are also signed in with the CCA by using the phone book.

Avoid Using Handsets for Transfers

If an agent transfers a call via a handset (whether a desk phone or mobile), the UNIVERGE BLUE® ENGAGE system will not recognize the transfer and will be unable to properly update the agent's status. As a result, the agent will remain in the 'On Call' status until the transferred call ends, which could cause confusion and mismanagement of the agent's availability.

Additionally, transferring calls via handset could negatively affect the original caller, potentially causing disruptions in the call flow.

IMPORTANT: We strongly recommend that agents always use the Contact Center Agent (CCA) interface to perform call transfers. This ensures the system is properly updated and that calls are handled efficiently.

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  Note: it's possible, although unlikely, that a network error could occur while the transfer is in progress.  In this case, the CCA will remain in Busy-On-Call, unless the caller manually hangs up.