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• Agent: You can select an agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of the agents who are in the Available and Idle states. The agent name is preceded by a colored icon indicating the current availability state.

• Queue: You can select a queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues that are available to consult the call.

• Dial Number: You can enter a number or name, select a number or name from the drop-down list, or use the search field to filter the list. The drop-down list displays your enterprise address book. Names are listed along with the numbers from the address book.

  • The Agent Desktop validates the format of the dial number that you enter. The dial number can contain 3-18 digits and the supported special characters.

    The Agent Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the Dial Number field. If you copy a number with special characters or letters to the Dial Number field, the Agent Desktop retains only those special characters that are supported and removes all other special characters or letters before allowing you to transfer a call.

  • The dial number supports the following formats:

    • US format: + [Country Code][Area Code][Seven-digit Phone Number]. For example, +12015532447

    • E.164 number format: [+][Country Code][Number]. For example, +11234567890

    • IDD (International Direct Dialing) format: [IDD][Country Code][Number]. For example, 01161123456789

• Organization: You can select this option if you want to consult another agent who uses a collaboration tool.

  If you are using Microsoft Teams, you can search for a subject matter expert by the first name, role, department, or phone number.

  If you are using Webex App, you can search for a subject matter expert using the name or email.

  If you are using Microsoft Teams, only the subject matter experts who have a Business phone number assigned will appear in the search list.

  To search for a subject matter expert by phone number, enter the complete phone number to retrieve the appropriate result.

  There could be a delay in fetching the presence and contact information of subject matter experts. Refresh or reload the search result to fetch the updated presence information of the Microsoft Teams subject matter experts.

  Agents who access Desktop inside Microsoft Teams can consult with or transfer calls to Microsoft Teams users only when SSO is enabled in the Microsoft Azure account.

  If you are using Webex App, only the subject matter experts who have a Work phone number assigned will appear in the search list.

  There could be a delay in fetching the presence and contact information of subject matter experts.

• Entry point: You can select the required entry point from the drop-down list or use the search field to filter the list. The drop-down list displays the entry points and dial numbers that are available to consult the call.

The consult call request displays a maximum of nine variables on the popover. That is, the three default variables (Agent Name, Agent DN, Agent Team) and a maximum of six variables configured by your administrator. The three default variables refer to the agent who initiated the consult call.

When the consult call request is accepted by an agent, two Interaction Control panes are displayed on your desktop along with the variables.

• Caller (customer): The Interaction Control pane displays the customer details. The status is updated based on the actions you perform. For example, when you are consulting with the agent, the customer call status is Call on Hold.

• Consulted agent: The Interaction Control pane displays details of the agent with whom you are consulting (the agent who receives the consult call). The status is updated based on the actions you perform. For example, when you start consulting with the agent, the status changes to Consulting. You can put the consulting agent on hold by clicking Hold. The status changes to Consulting on Hold.

The consulted agent can exit the call by clicking Exit Consult, and the call continues between you and the customer.

If a consult call is initiated through the dial number mapped to an entry point (EP-DN), consider the following points:

• Ensure to select the entry point number from the drop-down list.

• Search criteria must be an entry point number and not special characters such as () (parentheses) or - (hyphen).

• If the specified entry point number doesn't match with the EP-DN configured by your administrator, the consult call is initiated to the dial number and not to the EP-DN.

• If the consulted agent doesn't answer the consult call or the device is malfunctioning, the system changes the consulted agent's state to Idle.

• If the consulted agent doesn't accept the consult call, the agent initiating the consult call receives a consult call failure message.

• Until the consulted agent accepts the consult call, the Transfer and the Conference buttons are disabled for the agent who initiated the consult call.

• The Resume button is enabled even if the consulted agent has not yet accepted the consult call request.

• The consult call request displays a maximum of seven variables. That is, the default variable (Agent DN) and a maximum of six variables configured by your administrator. The default variable refers to the agent who initiated the consult call.

• The consulted agent can't edit variables. To view the updated variables, the consulted agent must refresh the browser.

• Consult calls may fail due to the following reasons:

  • You can't retrieve the entry point, dial number, or both from the list.
  • You enter an invalid entry point or dial number.

  If the issue persists, contact your administrator to resolve it.

• Click Resume to put the consulting agent on hold and take the customer off hold.

• Click Transfer to transfer the call to the consulting agent. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Transfer a call.

• Click Conference to establish communication between you, the customer, and the consulting agents. For more information, see Start a conference call.

To interact with another agent, you need to initiate a conference on the Agent Desktop rather than using a phone device (hardphone or softphone).

The customer is taken off hold and you, the customer and the consulting agent can communicate with each other.

• Agent: You can either select an agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of agents who are in the Available state.

  • You cannot transfer a call to an agent who is in the Wrap Up state.

  • The call is dropped if the target agent (an agent who receives the call) does not accept it.

• Queue: You can select the required queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the call.

  Your administrator defines the workflows and queues based on your organizational requirements.

• Entry point: You can select the required entry point from the drop-down list or use the search field to filter the list. The drop-down list displays the entry points that are available to transfer the call.

  Your administrator defines the workflows and entry points based on your organizational requirements. When transferring a call to an entry point, you can transfer the call to an entry point associated with the current workflow or a different workflow. During the transfer, the global variable values with the same name and data type are copied to the new flow associated with the entry point selected above. Any global variables in the first flow that don't match the name and data type of global variables in the new flow aren't carried over. When you transfer a call from flow 1 to flow 2 associated with an entry point:

  • If both flow1 and flow2 have a global variable customerID of type Integer and flow2 is active, the value of the global variable customerID gets copied from flow1 to flow2.

  • If flow1 and flow2 have variable var1 with data type Integer in flow1 and String in flow2, then var1 isn't carried over from flow1 to flow2.

  • If both flow1 and flow2 have a global variable var1 of type Integer, and activities such as Set Variable or HTTP Request update the value of var1 in flow2, then var1 in flow2 has the new value.

  When a contact is transferred to an Entry Point or Queue, the system ensures the contact is not connected to the same agent who handled them before. This way, they get a fresh start with a new agent.

• Dial Number: You can enter a number or name, select a number or name from the drop-down list, or use the search field to filter the list. The drop-down list displays your enterprise address book. Names are listed along with the numbers from the address book.

  • The Agent Desktop validates the format of the dial number that you enter. The dial number can contain 3-18 digits and the supported special characters.

    The Agent Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the Dial Number field. If you copy a number with special characters or letters to the Dial Number field, the Agent Desktop retains only those special characters that are supported and removes all other special characters or letters before allowing you to transfer a call.

  • The dial number supports the following formats:

    • US format: + [Country Code][Area Code][Seven-digit Phone Number]. For example, +12015532447

    • E.164 number format: [+][Country Code][Number]. For example, +11234567890

    • IDD (International Direct Dialing) format: [IDD][Country Code][Number]. For example, 01161123456789

• Organization: Select this option if you want to consult a subject matter expert who uses a collaboration tool.

  If you are using Microsoft Teams, you can search for a subject matter expert by the first name, role, department, or phone number.

  If you are using Webex App, you can search for a subject matter expert using the name or email.

  If you are using Webex App, only the subject matter experts who have a Work phone number assigned will appear in the search list.

  There could be a delay in fetching the presence and contact information of subject matter experts.

  If you are using Microsoft Teams, only the subject matter experts who have a Business phone number assigned will appear in the search list.

  To search for a subject matter expert by phone number, enter the complete phone number to retrieve the appropriate result.

  There could be a delay in fetching the presence and contact information of subject matter experts. Refresh or reload the search result to fetch the updated presence information of the Microsoft Teams subject matter experts.

  Agents who access Desktop inside Microsoft Teams can consult with or transfer calls to Microsoft Teams users only when SSO is enabled in the Microsoft Azure account.

  Ensure that transfer features such as voicemail, call forwarding, and call waiting are disabled on WxCC agent phone numbers or extensions. If it is enabled and the RONA (Re-route On No Answer) timer is set longer than the voicemail timer, calls may be incorrectly routed to voicemail. WxCC marks the call as connected once it reaches the telephony layer and cannot detect if the call is forwarded to voicemail, resulting in call handling discrepancies.