User Guide
Conventions
This manual uses the following conventions.
Convention | Description |
|---|---|
boldface font | Used to describe the menu items or field names |
Italic font | Used to describe some important notes |
Transfer to Queue
To blind-transfer an active call to a queue,
From the queues dropdown, agent selects a queue
Click “Queue Transfer” to transfer the call to the selected queue.
The call is transferred to a DN attached to the selected queue.
Transfer to a Queue Member
To blind-transfer an active call to an agent in the queue.
From the queues dropdown, agent selects a queue
A list of all agents available in this queue are listed.
Click “Transfer” to transfer the call to selected the agent.
The gadget will complete the transfer as soon as other agents accept the call. In case other agent does not accept the call, the gadget will wait for the configured time period and display the “Failed to transfer” alert. The agent then will have to manually either end or complete the transfer from the finesse interface. This situation can be avoided by enabling auto-answer functionality.
Recommended Hardware
Item | Recommended | Notes |
|---|---|---|
CPU | 2 vCPU | |
Memory | 4 GB | |
Disk Space | 30 GB | Minimum disk space requirement is 10 GB. The recommendation is to account for transactional storage and logs. |
NICs | 1 | Only one interface card is required per virtual machine |
Recommended Software
Item | Recommended | Notes |
|---|---|---|
Operating System |
| supported on these operating systems |
Database Server | Microsoft SQL Server 2008 or Higher, Standard or Express edition | Express edition can work fine upto 10 GB storage. |
Java Runtime | JRE 8 | |
.Net Framework | 4.5 | |
Text Edit Tool | Notepad++ | Or similar for editing configuration changes and reviewing logs |
Zip Extraction Tool | FileZilla or similar | To extract ZIP files |
Signed Certificates | Signed certificates by a certifying authority either Domain signed certificates or from any valid certifying authority |
Features of Call Transfer Gadget
Agent
This column represents the agent's first name and last Name.
Login ID
This column represents the Login ID of the Agent.
Status
The status column represents the status of the agent: Ready, Not Ready, Working, Talking.
Extension
The extension column shows the extension of an agent.
Action
Action is used to transfer the call to a particular member of the queue.