Transferring an interaction in Unite

Unite (omni-channel routing) is deprecated

Unite (omni-channel routing) is now deprecated. To route cases, use Salesforce external routing.

For information, see Integration with Salesforce external routing in Vonage Contact Center omni-channel solution.

If you have a omni-channel interaction, such as a case, email or social interaction, assigned to you, you can transfer it to another agent.

To transfer to a third party agent, perform the following steps:

- Number. To transfer to an agent with a known agent ID, click Number.
- Agent. To select an agent to transfer from a list, click Agent
- Call Queue. To transfer to a queue, click Call Queue. For information on transferring a call to another queue, see Transferring a call to another queue or service.
  
  Unlike for voice calls, you will be able to choose any active agent. They do not need to be ready, or even logged in. They will receive the interaction when they are next available to receive it. You will not be able to choose an agent who has been deactivated.

2. Depending on which option you select, perform one of the following steps:

- Type the agent ID of the agent into the field. Click Transfer to complete the transfer.
- Select the required agent in the list. Click Transfer to complete the transfer.

Unlike transferring a voice call, interactions will transfer immediately without a separate consult phase.

3. When the transfer is completed, you will change state to Call Transferred for 5 seconds