Transfer calls from the campaign details view

It is sometimes necessary to resolve interactions that are unfinished because an agent logged out with a preview call in play, or did not assign a wrap-up code. Outstanding interactions can prevent a campaign from stopping or recycling. Fortunately, the Outbound Campaign details view provides the option to transfer outstanding calls, or to complete them by assigning a wrap-up code. This procedure explains how to transfer an interaction. For more information, see Wrap up calls from the campaign details view.

Required permission

To blind transfer a call from the Outbound campaign details view, a user needs the conversation:communication:transfer permission.

The ability to transfer applies to all interactions, not merely stuck ones. An administrator uses this feature to take over a call as part of agent assistance.

To transfer a call:

  1. Select Performance > Outbound Campaigns. The Campaigns dashboard appears.
  2. Click Menu > Digital and Telephony > Outbound > Outbound Campaigns.
  3. Click the name of the appropriate campaign.
  4. On the Interactions tab, locate the call you want to transfer.
  5. Click transfer .
  6. In the Transfer Interaction dialog, determine whom to transfer the call:
    • To transfer the call to yourself, click Transfer to Me.
    • To transfer the call to a queue or person, in the Transfer Interaction dialog box select the transfer recipient:
      • Type all or part of a name in the box provided.
      • To select the name of a person, click Users.
      • To select a destination queue, click Queues.

      Genesys Cloud automatically adds the name of the user or queue in the destination text box.

  7. Click Transfer.