Collaboration

Entry Point/Queue Transfer Targets

Specify the entry points or queues that the agents can choose from the Queue drop-down list on the Agent Desktop:

• Click All to make all entry points and queues available.

• Click Specific to make specific entry points and queues available; then choose entry points and queues from the drop-down list.

• Click None if you do not want to make any entry points or queues available as transfer targets.

Buddy Teams

Specify the teams that the agents can choose from the Agent drop-down list on the Agent Desktop.

Agents can consult with, conference with, and transfer calls to the agents from the teams that they choose.

• Click All to make the agents on all teams available.

• Click Specific to make agents on specific teams available; then select teams from the drop-down list.

• Click None if you do not want to make any teams available for consultation, conference, or call transfer.

Consult To Queue

Click On if you want the agent to be able to select a queue in the Queue drop-down list as a target for a consultation. The target must be an inbound Webex Contact Center queue.

• If the agent selects an entry point as the target, the system disables the Consult button.

• The system supports Consult to Queue only for queues that have teams serving them. If the agent attempts to consult to a queue that only redirects to another entry point or queue, the system displays a Consult Failed message.