When transferring the call directly to the Call Center Queue, the system will do a blind transfer.
If you want your agents to talk to an agent first before transferring the call, you need to set up an Announcement and route the call to the Call Center Queue.
Instead of transferring calls to Queues, agents should transfer calls to PBX Destinations Announcement.
Check this link for more information - How to transfer a call to an Announcement
To set up an Announcement, follow these steps.
From the Dashboard, click on Phone System and select Announcements
Click on Add Announcement
Configure Announcement option.
- Description – The name of the announcement
- Repeat – Disable
- Allow Skip – Disable
- Return to IVR - Disable
- Don't Answer Channel - Disable
- Recording - None
Configure Announcement Destination.
- Destination - Select Call Center Queues
- Select the Queue you want to warm transfer the call.
At the lower right hand corner, click on Apply Changes to save the settings.