Conferencing & Transferring a call to another agent on inContact- the proper sequence

• Related Articles

• Why don't I see the Conference or Transfer buttons when I connect a call?

  With call transfer or conferencing, you may need to swipe up slightly on smaller mobile screens to see the transfer/conference buttons. 

• Why does my agent leg stay logged in so long after I end the call on TernioCX (CXOne)?

  The agent phone timeout can be adjusted to whatever works for your team. The default is 30 seconds. Go to ACD, then ACD Settings, then Station Profiles. This is where profiles are created and managed. Create a new profile for the timeout that works ...

• How do agent to agent consults work?

  When you click "Agents" on the TernioSwitch you will see your list of agents.  Each agent will show if they are available, on a call or unavailable.  If an agent is available (showing a green light) and you want to consult with them, you simply click ...

• Can an Agent place an outbound call through a dialer?

  This requires the Personal Connection product from inContact.

• Can my call data from the TernioSwitch go into our Salesforce application?

  The simple answer is yes. It will require an IVR implementation build which is an add on feature for Ternio on the CXOne platform. The IVR integration can be used to lookup and push data from the contacts from CXOne platform to your Salesforce ...