Screen Transfer

Note: This page is not applicable to Service Cloud Voice.

The Screen Transfer page in the Admin App allows you to configure screen transfer options. Screen Transfer allows agents to transfer cases, caller information, call logs, and notes to one another. This results in call logs with input from more than one agent.

When a call is transferred from one user to another, the following items are transferred with the call:

  • The selected records in the related records list.
  • The Subject and Comments from the call log.
  • If a CRM recordobjectentity page is open, the page is transferred and popped on the receiving screen.

Screen Transfer is enabled by default.

To disable the Screen Transfer function:

  • Select Disable Screen Transfer. This prevents call log data from being passed between agents when transferring calls.

To re-enable Screen Transfer:

  • Select Enable Screen Transfer.

By default, call log subjects are saved when transferred. This means a user can edit the subject of the call log and the edits remain in the subject field when transferred.

To disable this feature:

  • Uncheck the Transfer call log subject checkbox.

Doing so ensures transferred call logs use the first available call log template subject (by default, this is template 1 and is named Default). This is shown in the image below.

By default, call log comments are saved when transferred. This means a user can edit the comments of the call log and the edits remain in the comment field when transferred.

To disable this feature:

  • Uncheck the Transfer call log comment checkbox.

Doing so ensures transferred call logs use the first available call log template comments (by default, this is template 1 and is named Default). This is shown in the image below.

By default, call log data is transferred for the following call types:

  • Transfer
  • Consult
  • Consult and Transfer

To disable call log data from being transferred for a specific call type:

  • Uncheck the corresponding checkbox next to the call type.

Doing so ensures transferred call logs of the specific call type use the first available call log template data (by default, this is template 1 and is named Default).