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 a Queue
1.) Click the Transfer button.
The Transfer Conference Functions window will open on the Queues tab.
The Agent will see a list of available Queues.
2.) Transfer the call to the chosen Queue.
- (A) Call: This button places a call to the Queue with the Agent and Lead on the line.
- (B) Hold & Call: This button places the Lead on Hold and calls the Queue with the Agent.
- (C) Blind Transfer: This button ends the call between the Agent and Lead while calling the Queue. This option prevents the Agent from connecting to the Queue with the Lead.
- (D) Record Transfer Call: Check this box to continue recording the call after a Transfer.
If you chose option C then your transfer is now complete. And you can skip to step 4.
3.) 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.
4.) Disposition the call.