EnquirE or transfer

In CallGuide Edge Agent you can make enquiry calls to a number, or to colleagues in the contact centre.

You can also transfer calls directly to a number, or place a contact in a specific queue.

Use selected number

1. During an ongoing call, click on Assistance or open Search/Call via the main menu.
2. Enter the full telephone number in the search field or find and click on the number in the search result:
• If the number is among your latest 10 contacts it is available in filtering option History.
• If the number is marked as a favourite you can find it from filtering and/or sorting by Favourites.
• If the number is saved in history or marked as favourite, it can also be selected from the Numbers category.
3. Click on Enquiry, or transfer your ongoing call with Direct transfer.
4. When the enquired party has answered you can Transfer you first contact, Alternate between the two calls, Retrieve the first call, or start a Conference call.

Make enquiry to a colleague

To call a colleague with a specific skill, serving a specific queue or belonging to a specific subarea:

1. During an ongoing call, click on Assistance or open Search/Call via the main menu.
2. Enter one or more letters, for example initial part of a queue name, and/or use the filtering options Subareas, Queues, Skills, History or Favourites to narrow your search result.
   
3. In the search result, click to select.
4. Click on Enquiry to make an enquiry call.
5. When an agent has answered the call you can Transfer you first contact, Alternate between the two calls, Retrieve the first call, or start a Conference call.

Place in queue

If you have the access rights to place an ongoing contact in a queue or waiting list you can:

1. During an ongoing contact, click on Assistance or open Search/Call via the main menu.
2. Find a queue by entering initial part of a queue name, and/or use the filtering options Queues, History or Favourites.
3. If selecting filtering option Queues you can refine your filter further by using filtering option Available for place in queue
4. Click on one of the queues and select Enquiry, to call to the first ready colleague or To queue, which transfers the present contact to a queue, to be escalated if not immediately answered.

To help you decide which action is the best for this contact you are presented with the number of currently available and ready agents, together with the estimated queue time.