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When multi-interaction routing is enabled for your account, you will notice some changes in ContactPad. For information about these changes, see NewVoiceMedia omni-channel solution.

What can I do with different types of interactions?

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1. In the interaction list in the information panel, click the interaction that you want to consult with a third party about.

2. Click Consult or Transfer. A new dialog box appears displaying all agents.

   Note
   If you are able to transfer the interaction, a Consult|Transfer button appears above the list of agents. Click Consult.

   You can only consult with an agent who is in Available now or Interruptible status. For more information, see Extended agent presence (calls).
   Perform one of the following steps:

3. To find the agent you want to consult, using the arrow keys or mouse, scroll down the list of agent, queue and service names. Press Return, or click the name, to select the appropriate name.
4. In the Search field, to filter the list, type part or all of the name of the agent you want to consult. Use the arrow keys or mouse to scroll down the filtered list to the agent. Press Return, or click, to select the appropriate name.
5. In the Search field, type the whole name of the agent you want to consult. If the name is unique in the list, it will be selected automatically.
In the Search field, type the telephone number of the person you want to consult.

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Note
A No matches found message appears when you type a telephone number. Ignore this message when consulting a telephone number.




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6. Press Return or click Dial to connect to the selected agent or the telephone number provided.
   You hear ringing until you are connected to the target agent or telephone number, or until the consult times out.

   Note
   The timeout for consulting with another agent or telephone number is configurable in System Settings. For information about configuring the timeout, see Editing System Settings.

   
   

7. When you are connected to the target agent or telephone number, you can see the active call on the interaction list. You can manage the call and the original interaction separately; releasing one of them does not release the other.

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