If you receive a call to your queue and the customer actually wants to talk to another agent/queue who is handling the case, follow the steps below:

  • Transfer to another extension:
    • From IP Phone: press ##2 Ext Key
    • From Mobile App or Desktop App: press Transfer + Ext Key
  • Transfer to another queue (e.g. customer wants to contact support but wrongly goes to sales)
    • From IP Phone: press ##2 + Queue Code
    • From Mobile App or Desktop App: press Transfer Queue Code
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