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The purpose of this guide is to explain how to conduct warm and cold transfers. A warm transfer means a user can speak with someone else and provide context while a customer is on hold. After merging all three calls together, the original user can stay on the call to make introductions and continue providing context. Once that is done, they can hang up and the call can continue without them. A cold transfer means a user can transfer the call to another party and hang up, while the customer holds and waits to be connected with the other party.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Access - Note: You need to be signed into CallPotential's web version as an active Agent ready to make and accept phone calls.
(A) Dialpad - Begin by placing your phone call. This can be done by clicking the Dialpad to open your calling options. Click here for more information on how to use the Dialpad to initiate an outbound phone call.
Note: Call transfers can also be completed with inbound calls. The transfer process for inbound calls is the same as described below.
Initiate a Call Transfer
(B) Dialpad - While on your call, click the Dialpad to open your calling options.
You can use option C or D to enter or select the number you wish to transfer to
(C) Keypad - The dialer will initially open to the Keypad view. This allows you to click individual digits in the Dialer much like dialing on a regular phone. Note: When entering a number to dial, you don't need to add the "1" in front of the area code.
(D) Phonebook - Click to access saved contact information for People and Locations. This provides convenience when transferring a call. Scroll through the list or use the search function. Once you find where you’d like to transfer, click the entry to choose that option.
(E) Transfer (warm transfer) - Click to dial the number entered in the number window. Once you click Transfer, your original conversation will be placed on hold and the phone will ring the new destination. Once the call is answered, you will be able to begin speaking with the new destination.
Note: The original caller will remain on hold.
Note: For cold transfers, click Transfer to merge the calls together.
Merge the Calls Together
(F) Confirm - Once you've spoken with the new Agent and provided context, click Confirm to merge all 3 callers together. At this point, you can make introductions and further provide context with everyone present on the call.
Note: This step is required for both warm and cold transfers.
End Your Portion of the Call
(G) End Call - Once you've made introductions and provided all the necessary context (for warm transfer), click to end your involvement. The other 2 people will continue their call.
