Overview
There are several ways to transfer calls in the Agent Interface. This article will walk through how Agents transfer a call to an External Number—a number outside of your Account that is not Predefined in your Campaign.
Contents
Transferring to an External Phone Number
1.) Click the Transfer button.
The Transfer Conference Functions window will open.
2.) Enter the phone number for the Transfer.
3.) Call the Transfer number.
- (A) Green Phone: Click this button to stay on the line with the Lead.
- (B) Gray Arrow: Click this button to terminate your call with the Lead as the system connects them to the new number.
If you chose option B then your transfer is now complete. And you can skip to step 5.
4.) Use the other Transfer Conference Functions as needed.
- (A) Dial Pad icon: Click this icon to open a Dial Pad. Agents can use this when the Transfer Number has an Interactive Voice Response (IVR).
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(B) Call Controls:
- Pause Icon: Places the number on Hold.
- Mute Icon: Mutes the number's audio.
- Lower Volume Icon: Decreases the number's volume.
- Higher Volume Icon: Increases the number's volume.
- X icon: Removes the number from the Conference Call.
- (C) Leave Conference Call: Click this button to exit the call without disconnecting the Lead from the Transfer Number.
- (D) Close: Click this button to close the Transfer Conference Functions window.
5.) Disposition the call.
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