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.

Fig. 1. Blind call transfer

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 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 block refer to a call that is selected in the left block. The selected call is indicated by a yellow frame.