Transferring Calls

You can transfer an Inbound Call to a Queue, another Agent, or an external number. You can transfer an Outbound Call to a queue or to other agents. When you transfer a call to a Group, the call is added to the queue for that group until an agent from the group answers it. When you transfer a call directly to an agent, you can consult with another agent before handing off the call.

Inbound

Inbound call can be transferred to a queue or other agents. The agent can perform the following:

• Warm Transfer – In this type of transfer, the agent can transfer the call to a queue, another agent, an external number, or manually dial the number using dial pad.

• Blind Transfer – In this type of transfer, the agent can transfer the call to a queue, an external number or manually dial the number using dial pad.

To perform a Warm Transfer:

• After you answer a call, click the Consult button in the call tab.

  

  

• Select the tab and start typing the agent or queue or external contact or end-user name or phone number. The search automatically suggests results to choose from. If the agent or queue you are looking for does not appear within the list of suggestions, type out the full agent or queue name.

• Click on the agent, number, or queue name to transfer a call. The end user is placed on hold and hears the hold greeting.

• If transferring to another agent: You are first connected to the agent while the caller remains on hold. When you have finished consulting with the agent, click the Transfer button.

• If transferring to an external number: Dial the number, including the country code. When the receiver is picking up, the transfer option appears. You can then introduce your caller to the receiver and click the Transfer button.

• The confirmation message Transfer call to Agent appears in the window. Click Accept to transfer the call. Once you accept the call, you are disconnected from the call and conversation continues between consulted caller and end user. Click Close to reject the transfer.

  Note:

  For an inbound call, the transfer can be initiated before the consult party answers the consult call.

To perform a Blind Transfer,

• After you answer a call, click the Blind Transfer button in the call tab.

• When you click this button, you can directly transfer the call to the agent in the queue or external contact or phone number without waiting for a confirmation.

  

Outbound

Outbound call can be transferred to a queue or other agents. The agent can perform the following:

• Warm Transfer – In this type of transfer, the agent can transfer the call to a queue, another agent, an external number, or manually dial the number using dial pad.

• Blind Transfer – In this type of transfer, the agent can only transfer the call directly to a queue without waiting for a confirmation.

To perform a Warm Transfer:

• After you make an outbound call, click the Consult button in the call tab to make warm transfer.

• When you click this button, the agent can view the following four tabs – Agents, Queues, External Contact, and Dial pad.

• The agent waits for the confirmation from the agents in the queue before actual transfer of the call.

  

To perform a Blind Transfer:

• After you make an outbound call, click the Blind Transfer button in the call tab.

• When you click this button, you can directly transfer the call to the agent in the queue without waiting for a confirmation.

• The agent can view only the Queues tab.