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

# Using Transfer for Outgoing E-Mail, chat, SMS, and Open Media

You can transfer outgoing e-mail, chat sessions, SMS, and Open Media to queues, other agents, or supervisors.

When you click the Transfer button ( ), 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, use the Search features, or view all transfer-target types.

Action | Function
Search for | 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 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 e-mails or chat sessions. Available Agents: All the agents to whom you are permitted to transfer e-mails or chat sessions 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 e-mails or chat sessions. Interaction Queues: All the interaction queues to which you are permitted to transfer e-mails. 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.
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 previous window.

#### To transfer outgoing e-mail or a current chat session to a queue:

1. Search for the queue to which you want 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 outgoing e-mail or a current chat session to an agent or supervisor:

1. Search for the agent or supervisor to whom you want 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.