The Cloud Contact Centre solution has an integrated option for managing call transfers and is used to transfer the caller to another agent/phone number, allowing for either blind or warm transfers.
Contact centre manages the transfer and provides an audit of all activity within the comprehensive reporting suite, ensuring the end-to-end customer experience is logged and understood
While on the call press ## on your telephone keypad.
Enter the phone number of an agent (or person) to transfer the call to.
Press *(star)
Press 1 to confirm the number.
Once you reach the new agent, you can speak with that agent for as long as you wish without the caller hearing.
When ready to transfer the caller to the new agent, press ## on your telephone keypad. This will transfer the call and you will be able to hang up.
To abort the call transfer, press ** on your telephone keypad to cancel the transfer and go back to the original call.
Note: Once you press ## to initiate the call transfer, if nothing else is pressed on the phone keypad it will time-out after three minutes.
If you have call recording enabled, transferring calls using the above method will ensure that transferred calls are recorded; even after being transferred.
Product Video:
This short video shows you how to transfer calls using the #(hash) transfer method.
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