Talk agents being able to transfer calls to other agents using dial by name

Answered

3 Comments

  • Thomas de Silva

    Hi Brent.

     

    Which license plan are you on?

     

    It works fine when I try to forward a call using agent name

    #helpsome regards,
    Thomas de Silva

    Zendesk Consultant @ helphouse.io

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  • Brent Royal

    That's interesting. We are on the Enterprise plan. Whenever agents try to dial by name to other agents, the option to transfer by name is not available. Their name will pop when typed out but there is always a gray circle instead of a green one beside their name. I did a test to see if it worked the same way if I inputted the same agent as an end user and their name then populated with a green circle, indicating that you could transfer the call. But right after I switched their profile from an end user back to an agent, a gray circle would then appear again beside their name and we were unable to transfer the call.

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  • Brett Bowser
    Zendesk Community Team

    Hey Brent,

    It sounds like the agent isn't setting themselves to online and available in Talk when they log in to Support. That would explain the gray circle you see on your end. If agents are available in Talk but you still see the gray circle, I'm thinking it could be a browser-related issue.

    It may be worth testing from a private browser window to see if you can replicate this issue on your end.

    Let me know if you continue to experience issues.

    Cheers!

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