What is transfer in SAP CRM-CCI - SAP Contact Center?

SAP Term: transfer

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: To put a caller through to someone else, for example, an agent can transfer a call to a colleague

Smart SAP Assistant

• Key Concepts: 
  Transfer is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows an agent to transfer a customer call to another agent or department. The transfer can be done manually by the agent or automatically by the system. The transferred call can be monitored by the original agent, and the customer can be given the option to return to the original agent if needed. 
  
  How to use it: 
  To transfer a call, the agent must first select the “Transfer” option from the CRM-CCI menu. The agent then enters the name of the person or department they wish to transfer the call to. Once this is done, the system will initiate the transfer and connect the customer with the new agent or department. 
  
  Tips & Tricks: 
  When transferring a call, it is important for agents to provide clear instructions to both parties involved in order to ensure a smooth transition. Agents should also make sure that all relevant information about the customer’s issue is passed on to the new agent or department. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) also offers other features such as call routing, call recording, and automated voice response (AVR). These features can be used in conjunction with transfer to provide a more comprehensive customer service experience.