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Transfer Screen Overview

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Transfer Screen Overview

This tutorial will provide you with a brief overview of the transfer conference screen that appears when you click the “Transfer” button during a live call. For a specific topic, refer to the Transfer section of the Agent Knowledge Base. Note: Some features will only appear if setup by your administrator or manager.

How to Transfer

You may need to ask your manager if there is a preferred method for transferring calls.
  1. Click Transfer
  2. Enter your transfer number. See “Ways to Enter or Select Number to be Transferred” below.
  3. Select the type of transfer. See “Types of Transfers” below.
  4. Hangup the call. See “Ways to Disconnect” below.
 

Ways to Enter or Select Number to be Transferred

Number to Call: This field shows you what number will be dialed once the transfer option is selected. An outside ten digit number or an agent’s extension can be manually entered here. Numbers are also populated here when external numbers and agent’s extensions are selected via quick transfers, the transfer presets menu, or the agent’s link.   D1-D5 Quick Transfer: Click one of the D1-D5 presets setup by your manager to populate an external ten digit number or agent’s extension in the number to call field. Transfer Presets Menu: Click on the transfer presets menu to display a popup menu with names and/or company and phone numbers to choose from. Then click on a name and the number will populate in the number to call field.   Agent Link: When the AGENTDIRECT ingroup is selected from the ingroup pull down menu, a blue agent link will appear below the local closer button. Click on the blue agent link to view agents’ statuses to see if an agent is available to receive a transfer.   Local Closer drop down: Selecting an ingroup or closer group from the down menu will choose an agent within the group without giving you the option of selecting which agent to transfer to.     

Types of Agent to External Number Transfers:

Blind Transfer: Immediately sends the caller to the third party without you staying on the line.   Dial with a Customer Transfer: Also called a warm transfer, you stay on the line with the customer while the system attempts to dial the third party. Used to ensure customer was connected to the third party or to make a three way call.   Parked Transfer: You put the customer on hold while the system dials the external number so you can talk to the agent privately before bringing the customer back on the line.  

Types of Agent to Agent Transfers:

Local Closer button (blind transfer): Immediately sends the call to the an agent or ingroup without you staying on the line with the customer.   Consultative (warm transfer): You stay on the line with the customer while the system calls the agent or ingroup.   Consultative Parked Transfer: You put the customer on hold while the system dials the agent or ingroup so you can talk to the agent privately before bringing the customer back on the line.  

Ways to Disconnect

Hangup Transfer Line: Disconnects the conference or third party line. Used if third party connection not successful so you may attempt another transfer or if you wish to stay connected with the customer once the three way call has ended.   Hangup both lines: Disconnects everyone from the three way conference.   Leave 3 way call: Allows you to leave the conference and leaves the customer and the third party connected.

Other Options

Voicemail drop button: Allows you to leave a pre-recorded message, previously setup by your manager, when you reach an answering machine or voicemail.