##### using the common tools > transferring interactions

# Using Transfer for Incoming and Outgoing Phone Calls and Instant Messaging

You can transfer incoming and outgoing voice and Instant Messaging interactions to other agents. After you click the Transfer button ( ) on a Phone Call form, the following pane appears within the form:

Note: Some transfer features might not be enabled or available, depending on the configuration of your system. For example, you might not be able to enter an external phone number, use the Search features, or view all transfer-target types.

Action | Function
Search for | Enter the alpha-numeric string to search for in the list of agents, Routing Points, and queues available to you.
Search | Click to search for the criteria specified in the Search for box, and in the View and Search Field drop-down lists.
View | Select potential transfer targets from this list. The options that are available to you in this drop-down list depend on how your permissions are configured by your company. All Agents: All the agents to whom you are permitted to transfer calls. Available Agents: All the agents to whom you are permitted to transfer calls that are currently Ready and not busy working on an interaction. This list is not updated in real time; it is a snap shot of agent status at the time you clicked the Transfer button. My Agent Groups: A list of agents belonging to one or more groups, of which you are also a member. Agent Groups: All the agent groups to which you are permitted to transfer calls. ACD Queues: All the ACD queues to which you are permitted to transfer calls. Routing Points/Service Numbers: All the Routing Points and service numbers to which you are permitted to transfer calls. Skills: A list of agent skills as defined by your company.
Search Field | Select the column in the database specified by the View drop-down list to which you want to restrict your search.
Search result table | Displays the search results as a series of rows and columns. The columns that are available to you are configured by your company. You can change the sort order of the column by clicking the column heading. Click a row to select a transfer-target.
Slice | If the Search result table contains more than 100 entries, it is broken into slices, each containing no more than 100 entries. The following controls enable you to navigate between the slices. Position Indicator—Displays the index of the first and last entry in the slice and the size of the complete list. First Slice Button (|<)—Click to display the first slice in the complete list. Previous Slice Button (<)—Click to display the previous slice in the complete list. Next Slice Button (>)—Click to display the next slice in the complete list. Last Slice Button (>|)—Click to display the last slice in the complete list.
Select a phone number | Select the radio button, and then enter the number of the target in the text box.
Transfer type | Two-Step: Enables you to consult with the other agent before transferring the call to him or her. One-Step: Enables you to transfer a call to another agent without first consulting with the agent about the call or determining whether they are available to take it.
Reason for transfer | Enter the reason why you are transferring the call. Your reason is added to the Notepad of the agent to whom you are transferring the call.
Transfer | Click to transfer the call to the selected target.
Cancel | Click to cancel the transfer operation and return to the previous window.

There are two types of phone transfers:

- Two-Step (Normal)

- One-Step

## Two-Step Transfers

Use a Two-Step transfer to consult with the other agent before transferring the call to him or her:

1. Do one of the following:

- Select Search for, specify search filters, including the Routing Point, queue, and agent views, and then select an agent, Routing Point, queue, or other destination.

- Select Select a phone Number, and then enter the agent's number in the text box.

2. Make sure that Two Step Transfer is selected (this is the default setting).

3. In the Reason for transfer box, enter the reason why you are transferring the call.

Your reason is added to the Notepad of the agent to whom you are transferring the call.

4. Click Transfer.

The Phone Call form appears, and the Transfer button () toggles to Transfer Completed (). The contact is on hold while you talk to the agent you dialed.

If the agent you dialed cannot take the transfer, click Reconnect to take your caller off hold.

5. Click the Transfer Completed button () if the agent accepts the transfer.

The call is transferred, and your Genesys Desktop interaction pane is cleared and ready for a new interaction.

## One-Step Transfer

Use a One-Step transfer to transfer a call to another agent without first consulting with the agent about the call or determining whether they are available to take it.

1. Do one of the following:

- Select Search for, specify search filters, including the Routing Point, queue, and agent views, and then select an agent, Routing Point, queue, or other destination.

- Select Select a phone Number, and then enter the agent's number in the text box.

2. Select One Step Transfer.

3. In the Reason for transfer box, enter the reason why you are transferring the call.

Your reason is added to the Notepad of the agent to whom you are transferring the call.

4. Click Transfer.

The call is transferred, and your Genesys Desktop Interaction pane is cleared and ready for a new interaction.

## Local and Network Transfer

You can use a network transfer if your company has the required configuration. Network transfer must be part of your call center system configuration, and be available to you. Use network transfer if you cannot locally transfer your call.