1. Description

It is used when transferring a call to another Agent after the call has been accepted.

There are two types of call transfer:

1. Blind

2. Attended

1.1. Blind transfer

Blind transfer is made by clicking the button (Fig.1(1)) and selecting an Agent from the list of Agents (Fig.1(2)). A call will be transferred to the selected Agent.

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Fig. 1. Blind call transfer

2.1.2.1.2. Attended transfer

An attended transfer is a transfer made in the following way:

• The Agent clicks the hold button during the conversation with a client;
• Clicks the call button in the left block;
• Enters the number of the required Agent and clicks the call button on the central block (Fig.2);
• The Agent is connected to another Agent, to which the transfer should be made (Fig.3). The reason for the transfer is reported;
• Then the Agent clicks the button Image Addedand, after selecting the intended recipient (Fig.4(1)), clicks the connect button (Fig.4(2)). This call will be transferred to another Agent.

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Fig. 2. Dialing the Agent`s number to transfer a call

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Fig. 3. Connecting an Agent with another Agent

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Fig.4. Connecting a client with the Agent

Actions that are performed using the tools in the Central block refer to a call that is selected in the Left block. The selected call is indicated by a yellow frame.