This FAQ will guide you on how to transfer a lead to an external phone number.
When in a call, the call function buttons will appear at the top right of the agent page.
Click on the Transfer Button.
In the Transfer Conference Functions window, type the transfer phone number in the Phone number field.
There are two options to transfer the call
If the agent wants to transfer the call without speaking to the person they are transferring to, click on the Blind Transfer Button.
If the agent wants to do a conference call, click on the Red Phone Icon.
To leave the conference, leaving the Lead and Transfer Number still connected, click on Leave Conference Call.
If the external number has an IVR and agents need to enter the number, click on the Dial Pad and click the number(s)
To hang up the transfer line, the agent needs to hit the X button beside the phone number found in the upper right of the Transfer window.
Note: If the agent is on a 3-Way Call and Agent clicked the Hangup or Wrap up button, there will be a corresponding notification that will show and will also prevent the Agent to initiate the action.
Hang up Message
Wrap Up Message