You are able to transfer calls to other agents within the Agent Desktop. To initiate an agent-to-agent transfer:
Select the Agent option from the Call Transfer UI.
A drop-down menu displaying the alphabetized list of agents available to receive the transfer will appear.

Only agents in "Ready" status will be available for selection from the list. This will include all "Ready" agents in the Call Center (not just the service).

Select an agent by double-clicking on their name to transfer the call.
Click Refresh to view agents who may have recently signed in.

Important information on agent bridge transfer:

  • LiveVox will attempt to "lock" the "Ready" agents to ensure successful transfers; if the transfer lock fails due to a near-simultaneous transfer, the system will notify you and ask you to select another from the list.
  • When the transfer succeeds the agent who received the transferred call receives the screen pop and the agent who sent the transfer is put back into "Ready" status after they have selected and saved a Termination Code.
  • Call Recording continues once the call is transferred.