1. Description
It is used when transferring required to transfer a call to another Agent after the call has been accepted.
There are two types of call transfer:
BlindAttended
- Transfer with consultation.
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.
Fig. 1. Blind call transfer
...
1.2.
...
Transfer with consultation
An attended transfer is a transfer made in the following way:
- The Agent clicks the hold button during the conversation with a client;A transfer with consultation is a transfer made in the following way:
- 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 and, after selecting the intended recipient (Fig.4(1)), clicks the connect button (Fig.4(2)). This call will be transferred to another Agent.
Fig. 2. Dialing the Agent`s number to transfer a call
Fig. 3. Connecting an Agent with another Agent
Fig.4. Connecting a client with the Agent
Actions that are performed using the tools in the Central central block refer to a call that is a call selected in the Left left block. The A yellow frame indicates the selected call is indicated by a yellow frame.