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

# Using Transfer for Incoming E-Mail

You can transfer an incoming e-mail to queues, other agents, supervisors, or external resources. An external resource is an person who is not using Genesys Desktop.

When you click the Transfer button ( ) on an Incoming E-Mail 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 e-mail address or use the Search features.

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 interactions. Available Agents: All the agents to whom you are permitted to transfer interactions 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 interactions. Interaction Queues: All the interaction queues to which you are permitted to transfer interactions. Skills: A list of agent skills as defined by your company. External Resource Address: All the external agents to which you are permitted to transfer interactions.
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.
Forward to external resource address | Click the radio button, and then manually enter the e-mail address of the external resource to which you want to transfer the interaction.
Reason for transfer | Enter the reason why you are transferring the interaction. Your reason is added to the Notepad of the agent to whom you are transferring the interaction.
Transfer | Click to transfer the interaction to the selected target.
Cancel | Click to cancel the transfer operation and return to the Incoming E-mail form.

#### To transfer incoming e-mail to a queue

1. Search for the queue to which you wish to transfer the interaction by using the View drop-down list to restrict your transfer-target search to queues. (your system administrator can define these for you).

2. Select the appropriate queue from the search result table in the transfer pane.

3. In the Reason for transfer box, enter the reason why you are transferring the message (for example, for review or additional comments).

Your reason, along with a timestamp, is added to the Notepad of the next agent involved in this interaction.

4. Click Transfer.

#### To transfer incoming e-mail to an agent or supervisor

1. Search for the agent or supervisor to whom you wish to transfer the interaction by using the View drop-down list to restrict your transfer-target search to agents or agent groups. (your system administrator can define these for you).

2. Select the appropriate agent from the search result table in the transfer pane.

3. In the Reason for transfer box, enter the reason why you are transferring the message (for example, for review or additional comments).

Your reason, along with a timestamp, is added to the Notepad of the next agent involved in this interaction.

4. Click Transfer.

#### To transfer an e-mail to an external resource using the search method

1. Search for the external resource to whom you wish to transfer the interaction by using the View drop-down list to restrict your transfer-target search to external resources (your system administrator can define these for you).

2. Select the appropriate external resource from the search result table in the transfer pane.

3. Select where the contact's reply should be routed if the contact replies directly to the external resource.

4. In the Reason for transfer box, enter the reason why you are transferring the message.

5. Your reason, along with a timestamp, is added to the Notepad, and it is stored as part of the Contact History.

6. Click Transfer.

Note: You can transfer only incoming e-mail (not outgoing e-mail) to an external resource.

#### To transfer an e-mail to an external resource using the manual entry method

1. Click Forward to external resource address, and then in the Forward to external resource address box, manually enter the e-mail address of the external resource to which you want to transfer the interaction.

2. In the Reason for transfer box, enter the reason why you are transferring the message. Your reason and a timestamp are added to the Notepad. This is stored as part of the Contact History.

3. Click Transfer.

Note: You can transfer only incoming e-mail (not outgoing e-mail) to an external resource.