How to transfer into a call queue?

This solution addresses the following circumstances:

• If an agent is transferring to an externally exposed phone number (business phone line, DDI line, etc..), this will incur call charges. Using extensions to transfer will avoid this. 
• If an agent transfers a call to a group extension, this will not distribute the call like the call queue would. It will call all agents at the same time, this is likely not what you are looking for. 
• If an agent transfers to a specific agent, this might be useful in some situations but if that agent is busy, this will not be the best.
• If you use skills based routing, you will want to make sure that the transferred call gets the right skills assigned. This solution will make sure the call is routed correctly.

If your agents need to transfer to call queues frequently, this is how to set this up:

1. You will need to add an extension container and give it a 4 digit extension that you aren't using for anything else.
   We suggest an extension in the 4000 range but Natterbox has the range 2000-7999 available. Some might be being used by groups, users or other extensions. 
   
2. Add it in before any skills or reporting gates for that call queue and after any switchboards.
3. If you want this to be searchable within the address book, you can add this extension as a contact within salesforce. Otherwise, just transfer to the extension you have created.