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  • 1.  Call transfer

    Posted 04-24-2026 15:27

    Purpose
    We are looking for feedback from system users and administrators to address a current limitation that impacts call handling efficiency and customer experience.

    Current Challenge
    Contact Center agents regularly receive calls requesting to speak with specific users at specific locations. At present, there is no efficient way within our systems to filter or search users by location and position/role (User Directory doesn't all-inclusive filtering). As a result, agents must rely on manual lookups, tribal knowledge, or multiple transfers to locate the correct individual.

    Impact
    This limitation results in:

    • Increased call handling time
    • Delays in routing callers to the correct person
    • Higher likelihood of misdirected or transferred calls
    • Frustration for callers and agents alike
    • Reduced overall efficiency within the Contact Center

    Requested Assistance
    We are requesting support from other system users, technical teams, and business stakeholders to help identify or develop a solution that would enable:

    • Filtering or searching users by location and job/position
    • Faster identification of the correct contact for call disposition
    • More consistent and accurate call routing

    Desired Outcome
    An improved, user-friendly method for Contact Center staff to quickly and accurately identify the appropriate available individual based on caller requests, reducing call resolution time and improving service quality.


    #Routing(ACD/IVR)
    #Telephony
    #Other

    ------------------------------
    Theresa Voisine
    VP Network and Systems Administration
    ------------------------------


  • 2.  RE: Call transfer
    Best Answer

    Posted 04-24-2026 17:54
    Edited by Jason Kleitz 28 days ago

    Hi Theresa,

    I agree, this is a challenge, especially when agents need to search by multiple attributes like location + role/position.

    A couple of possible approaches you could try:

    1. Agent Script / lookup tool
      Create a small lookup tool where agents can select location/role and return matching users or transfer options. This could use a Data Table, Data Action, or external directory depending on your setup.
    2. Groups / naming standards
      Create groups using a consistent format such as Location – Role, which may make searching and transferring easier.
    3. Profile tags / consistent profile data
      If profiles are maintained consistently, tags or profile fields may help narrow down results.
    4. External directory / CRM lookup
      If you already have a better internal directory, CRM, or HR source, you could integrate that into the agent workflow.

    Where possible, moving toward queue/group/skill-based routing instead of person-based transfers may also help improve consistency.

    Hope this helps and someone from community might add more to this.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: Call transfer

    Posted 04-24-2026 17:57

    Hi Theresa,

    One other thought we recently worked on a CRM lookup style integration where the agent enters an ID number and it returns key details such as the person's full name, location, title and phone number from a central source.

    A similar approach might help here if you have a reliable central directory/CRM/HR source. The agent could search by location or role, return the matching people/details, and then decide the best transfer option from there.

    It would keep the lookup consistent and avoid agents relying on tribal knowledge or multiple manual searches.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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