##### Using Expert Desktop > Handling Expert Desktop Phone Calls

# Rerouting a Call

You reroute a call when you return it to the contact center, or to the agent who first transferred it to you. This is either a reroute transfer or a pullback transfer, depending on the type of transfer that your Network T-Server supports.

As an expert, you can reroute a call if:

- Your network carrier supports reroute transfer or pullback transfer of calls.

- Your system administrator has enabled the reroute option in the Genesys Desktop Application object in Configuration Manager. To determine whether the reroute option is enabled, check to see whether the Reroute button ( ) is active on the Toolbar.

Note: Rerouting (reroute transfer or pullback transfer) might not be available for all calls. If it is not available for a particular call, the Reroute button is inactive. If you log in as a SIP (CTI-Less) Expert Knowledge Worker, Reroute is also unavailable. Instead, use Network Transfer to perform this function.

### To perform a reroute transfer on a call:

1. On the Attached Data tab of the Phone call form, enter useful data, if applicable.

2. Inform the contact that you are routing his or her call back to the contact center.

3. On your physical phone, reroute the call back to the contact center.

4. On the Toolbar, click the Reroute button ( ).

5. When the Phone Call form shows that the call is released, hang up your physical phone.

### To perform a pullback transfer on a call:

1. On the Attached Data tab of the Phone Call form, enter useful data, if applicable.

2. Inform the contact that you are routing his or her call back to the contact center.

3. On your physical phone, reroute the call back to the contact center.

4. On the Toolbar, click the Reroute button ( ).

5. Remain on the phone until a second expert answers the call.

It may take some time before a second expert answers. The Universal Routing Server (URS) must locate an available expert, and then, when one is found, that expert must also accept the call.

6. When another expert answers and the Phone Call form shows that the call is released, hang up your physical phone.

## Determining Whether to Reroute or Transfer a Call

In many situations, it is simpler to reroute a call than it is to transfer a call. Rerouting a call does not require a physical phone set or a network with transfer capability.

Rerouting a Call | Transferring a Call
Click the Reroute button. | Click the Transfer button.
As soon as the Phone Call form shows that the call is released, hang up the physical phone. For a Network T-Server that supports reroute, this occurs right after you click the Reroute button. For a Network T-Server that supports pullback, this occurs when another expert answers the call. | Perform the necessary steps in order to use the transfer capability of the physical phone.

Whether you should use reroute or transfer also depends on your phone's network capabilities:

- Some networks do not have transfer, so that you can only perform reroute or pullback transfers.

- Some networks do not have reroute or pullback capabilities, so that you can only transfer.

- Some networks do not have reroute, pullback, or transfer capabilities, so that you cannot return calls to the contact center.