How to Transfer Using Quick Presets
The D1-D5 presets are predefined numbers setup by your manager to allow agents to quickly select a transfer number which is commonly used.
During a live call, click on the Transfer
button. The transfer conference frame will appear on the right side of the agent screen.
Click on one of the D1-D5
presets. The number will populate in the Number to Call
Select the type of transfer desired:
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.
This button performs two actions. It dials external number while placing the customer on hold in case you want to talk to the third party privately before bringing the customer back on the line.
To bring the customer back to the line, click the blue UnHold Customer button
which was previously the Hold Customer Dial button.
Disconnect the call using desired method:
Leave 3 way call:
Allows you to leave the conference and leaves the customer and the third party connected.
Hangup both lines:
Disconnects everyone from the three way conference.
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.
The disposition screen will appear once the line is disconnected.