Contact Center

Claim, release, and transfer calls

Confirm the current call owner and status before transferring or releasing a call.

Call Center, Supervisor# 4, 8 minutes #Last checked October 13, 2026.

Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Access to the workspace and the correct role.

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

Open the Contact Center and find the relevant interaction.
Select the interaction row and read the status, Queue, and Owner.
If the role and status allow, use the claim control to take the work yourself.
If it must be transferred, ask a supervisor to use the transfer control and specify an active member who can receive it.
Check the new owner after the change and convey the interaction context through internal mechanisms.
Do not perform a transfer on an interaction that has already ended.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example: the agent forwards the contract question to the supervisor without deleting the call history.

This is a fictional training example. No real customer data was used.

The real page view of the Contact Center for Operations in Tautiva, recorded October 13, 2026. — Screenshot of Tautiva application taken at October 13, 2026; sensitive information is disabled if there are. Screen settings can change with screen sizes and product updates.

Expected result

You will know the safe steps and the results to be checked, without modifying the data before the procedure is approved.

Important notes

Transferring ownership does not mean the call starts again from scratch.
Actions depend on the interaction status, permissions, and channel readiness.

If something goes wrong

The transfer option is not available: check the role and whether the interaction has ended.
Cannot select an agent: check membership, queue, and permissions.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.