For troubleshooting information, please see this Article
The Guided Transfer modal is a newly added feature that helps agents transfer calls to different departments. It is also beneficial as it logs all answered questions during the transfer to the account history. This allows agents to later see that transfer information if needed.
Workflow Details
For users to be able to click on the Guided Transfer link under the Utilities menu, they must be in the Guided Divisional Transfer skill group and be on an active call (unless they are in the ‘No Five9 Access’ Skill group). Otherwise the Guided Transfer button will appear but be greyed out.
There are many different paths that can be followed when using the transfer wizard. Each division will be broken down into sections below along with the options that need to be selected to transfer to that department.
Healthcare Select
Answer path to enabling Transfer to Healthcare Select link:
Do you take 6 or more prescriptions?
Yes
Are at least 6 of your prescribed medications being filled on a 30 to 90 day basis?
Yes
LHA
Product Visibility: Disabled if any of the following is true:
Client is less than 45 years of age (<45)
Client is 80 years or older (>=80)
Client is from New York or South Dakota.
Answer path to enabling Transfer to LHA link:
Many of my clients in your situation are partnering their health care coverage with a final expense plan. It’s not fun to talk about, but absolutely necessary - no matter your age or health - to cover any expenses if something happens to you so your loved ones don't have to. Who is your current life insurance carrier?
Does not have Life insurance/Has Life insurance
DVH
Product Visibility: Disabled if the account is in Hawaii, Alaska or Puerto Rico.
For DVH, there are no required questions to transfer, If the DVH Option is available, the ‘Transfer to DVH’ link is accessible. If there is an available product for the user, the transfer link will open the ancillary queue form (enrollment queue form). Then the workflow returns to a standard 'Transfer to Enrollment' process.
