SAP CTI Call forwarding

[former_member617947]

Hello colleagues!

I have a question about some functions of SAP Service Cloud CTI Client Adapter.

Is it possible to forward an incoming call to any another employee?

For example, I am a manager of a call center. And i have an incoming call from a customer. I have a free employye which could help this customer with his questions. So i need to forward a call to his emloyee. Is it possible to do? If it is, how can i set it up?

Best regards,
Alex.

[former_member590177]

Yes. If you read through the post from SAP about CTI integration options it advises you speak to your telephony system vendor. If it's one of the one's listed ie SAP Contact Center, Avaya, Cisco, Genesys or New Voice Media, they should be able to provide you with a pre-built CTI widget that will do everything you want.

[former_member617947]

I get it. Thank you, Matthew, very much for your time!