Transferring a Call

Call transfers are an excellent tool for customer service and a great way to maximize your teams' productivity. If you can connect your customers with the proper team members faster, then your people can do their jobs better.

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Warm transfer

A warm call transfer means that the receptionist will speak with the appropriate agent before they send the call to them. Meaning, the extension the caller asked for is informed of the incoming call transfer. This kind of attended transfer allows the intended recipient to learn about a caller's issue and any background information that could be useful before they take over the call. To initiate a warm transfer, complete the following steps:

  1. When on an active call press the Transfer key (located the at the bottom of the phone screen)

  2. Dial the extension or number you want to send the call to

  3. Wait for the person to pick up the call and tell them who is calling, when they're ready press the Transfer key again

Blind transfer

A cold call, or blind, transfer doesn't include the introduction or passing of information that a warm call transfer does. A blind transfer happens when the caller is simply transferred to another agent without a receptionist or live agent speaking with them first. This means that the desired extension is not informed of the incoming call.

If the destination agent is not available at that time, this type of call transfer can result in your caller being transferred to voicemail.

To initiate a blind transfer, complete the following steps:

  1. When on an active call press the Transfer key (located at the bottom of the phone screen)

  2. Dial the extension or number you want to send the call to 

  3. Press the B-Transfer key to fully transfer the call 

Transferring a call to a speed dial number

Note: This feature requires customization. If you do not have your speed dial numbers programmed into your phone, please chat with support using the chat bubble in the lower right hand corner of this screen.

To initiate a call transfer to a speed dial number, follow the steps below:

  1. Start with an active call
  2. Press the Transfer key (located at the bottom of the phone display screen)
  3. Press the Speed Dial key that you want to transfer the call to. You can now hang up your handset.
  4. The transferred call is now ringing on the speed dial number you selected. If the call is not answered, the call will be routed to their voicemail box.

 

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