Queue - How to Transfer Incoming Call Instead of Answering?


#1

I’ve read that it is possible for an agent to transfer a call in the queue instead of answering it but I can’t figure out how to do it. The scenario I’d like is:
[ol]
[li]Call enters queue.[/li]
[li]Agent’s extension rings.[/li]
[li]Agent answers extension and hears the queue announcement.[/li]
[li]Agent can accept call by hitting a key (*) OR transfer the call (without answering and while caller is still hearing MOH).[/li][/ol]
Can this be accomplished? Right now, whenever the agent hits any key at all during the announcement, the incoming call is immediately bridged.


#2

:confused: anybody?