Currently when you hit transfer, there is no way to transfer directly to an agent or ability to see the status of the agent presence. Several customers have mentioned that they want the ability to transfer to agents on the system with the ability to see their current status. Currently the only way to perform an agent to agent transfer would be via Consult.

Other options that could be added for transfer...

1) Route to next best agent (using unified routing and AI, route to the best qualified and available person)

2) Route to phone list. Give customers the ability to setup a phone number list which they could transfer calls to. For instance, maybe they have a need to transfer someone to a SME, however they're not part of Customer Service/Omnichannel. Rather than using teams or dialing their number manually, they'd like to see a directory of options.

Customer requested - Dover/Colder Products