Transferring Calls

You can transfer an Inbound/Outbound/Manual Outbound Call to a Queue, another Agent, or an external number. The list agents, queues, and external numbers that are pre-configured in Amazon Quick Connects are displayed for the agent to choose and dial.

The agent can perform the following:

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

• Blind Transfer – In this type of transfer, the agent can directly transfer the call to a queue, an external number, or manually dial the number using Dialpad without waiting for their confirmation.

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, queue, 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 the agent or 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 will first be 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 end-user picks 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 the conversation continues between the consulted caller and end-user. Click the Close to reject the transfer.

Note:

The transfers can be initiated before the consulting party answers the consult call.

To perform a Blind Transfer,

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

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