You can consult with another agent on an existing voice interaction.
Select the Action menu or the icon next to the agent's name. You can also find the agent's name from the list of all agents. Select Instant Voice Transfer, and type the agent's name or contact URI into the text box. You can transfer an existing voice interaction to another destination (agent, queue, route point, etc). When you are finished with the voice conference, you can remove either yourself or the other agent from the voice conference. You, the customer, and the other agent are placed into a three-way conference. When you find the agent's name from the list, select Instant Voice Conference, or the icon next to the agent's name. Select Instant Voice Conference, and type the agent's name or contact URI into the text box. You can add another agent to an existing voice interaction. Only the originator of the call can escalate to video. You, as the agent receiving the call, cannot choose unilaterally to escalate to video. Escalating to Video: You can escalate a voice interaction to a video interaction, if the customer has already activated video.Voice Consultation: You can pause a voice interaction while you consult with another agent.Voice Transferring: You can transfer a voice interaction to another agent.Voice Conferencing: You can add another agent to an existing voice interaction.When you are in a voice interaction and require additional information, you have the following options Use your Workspace Desktop to initiate a voice call or an IM interaction to your customer. Or, you might need to escalate the conversation from IM to voice or vice versa. However, an agent can answer the call manually if the interaction-workspace\lync.voice-escalation-auto-answer option is set to false. By default, the voice escalation call is auto-answered. The customer uses their Skype for Business client to initiate a voice call or an IM interaction to you. Your customer might need to escalate the conversation from IM to voice or vice versa. You can now exchange messages with the other agent before returning to the conversation with your customer. The consultation IM is established when the agent accepts the toast notification for consultation IM.
A toast notification is displayed on the selected user site. Type your IM message in the text field and press Send. Select Start a Consultation, type the agent's name or contact URI into the text box, and select Start Instant Message Consultation from the Action menu.Ī consultation IM window opens below the existing IM window. You can consult with another agent on an existing IM interaction. The other agent receives a toast notification and can either accept or reject the interaction. Select Instant IM Transfer, and type the agent's name or contact URI into the text box. You can transfer an existing IM interaction to another destination (agent, queue, route point, etc). When you are finished with the IM conference, you can remove either yourself or the other agent from the IM. Now you can exchange IM messages with all parties in the conference. The other agent can either accept or reject the interaction. The other agent receives a toast notification. When you find the agent's name from the list, select Instant IM Conference, or the icon next to the agent's name. Select Instant IM Conference, and type the agent's name or contact URI into the text box. You can add another agent to an existing IM interaction. You cannot escalate to video directly from an IM interaction. Once you have escalated an IM interaction to a voice interaction, you can escalate it again to video, if the customer has already activated video. Escalating to Voice: You can escalate an IM interaction to a voice interaction.IM Consultation: You can consult with another agent.IM Transferring: You can transfer an IM interaction to another agent.IM Conferencing: You can add another agent to an existing IM interaction.
When you are in an Instant Messaging (IM) interaction and require additional information, you have the following options:
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