Transferring Calls

While logged into the agent interface and on a call, you can transfer the call by clicking the “Transfer – Conf” button located on the left button panel.




On the bottom part of the screen, you will see the Transfer Conference Functions panel appear. Here you can input the extension or 10-digit external number that you would like to transfer the call to in the “Number To Call” field.


Here you have several transfer methods to select from: Blind Transfer, Dial With Customer, Park Customer Dial, and Local Closer.



Below are the definitions of each transfer method and each method that can be used to handle these transfers.


BLIND TRANSFER:

The common transfer method that transfers the call from the agent to another extension or external number. To transfer to an internal number, select "Consultative".


DIAL WITH CUSTOMER:

This transfer method allows you to create a 3-way conference call where the agent, customer and 3rd party are all connected in the same call. To transfer to an internal number, select "Consultative".


PARK CUSTOMER DIAL:

This transfer method allows you to call the 3rd party, while the customer is put on hold. To transfer to an internal number, select "Consultative".


LOCAL CLOSER:

This transfer method allows you to transfer calls to an In-Group, based on the Allowed Transfer Groups selected in the Campaign “Detail” settings. Use the drop-down menu to the left of the Local Closer button to select which In-Group to transfer the call too.


LEAVE 3-WAY CALL:

This method allows the agent to leave the call and complete the transfer with the customer and 3rd party. This method can only be used with "Dial With Customer" or "Park Customer Dial."


HANGUP XFER LINE:

This method will hangup the 3rd party line an agent is transferring/has transferred the call to, and will reconnect the agent back with the customer. This method can only be used with "Dial With Customer" or "Park Customer Dial."


HANGUP BOTH LINES:

This method will hangup both lines from the customer and 3rd party, then end the call. This method can only be used with "Dial With Customer" or "Park Customer Dial."


PARK XFER CALL:

This method will put the 3rd party line on hold, while the agent and customer are still connected. To take the 3rd party line off hold, click “GRAB PARKED XFER.” This method can only be used with "Dial With Customer" or "Park Customer Dial."