Transferring a Call
- Mike Elberts (Unlicensed)
- Derek Mannino (Unlicensed)
How to transfer a call
Table of Contents
1. Transferring a Call
When you need to transfer a call that you have accepted, all you have to do is click the "Trsfr" button, located at the top left corner of your Agent Taskbar. This will bring up the transfer pop up window.
2. Select, Search, or Dial
After the Transfer window pops open, you will be able to transfer to either a location, an employee, or a manually entered number. All phone numbers for employees will be pulled directly from their phone field in their account. Location phone numbers will be pulled from the Locations landline number (the same number all the CallPotential tracked lines roll into). Just click the blue number next to the respective Location/Employee, and the number will be automatically dialed. If you choose to select a number, skip to step 4. Alternatively, if you choose to manually dial a number, you can click the "dial pad" button at the bottom of the transfer window, and move on to step 3.
3. The Dialer
After clicking on the "Dial Pad" button, a new pop up window will come up with a series of numerical buttons (as well as the pound and asterisks symbols). Just click the numbers, or dial on your computers keyboard, and click the "Dial" button. This will automatically connect you to the number that you entered.
4. Verify Transfer
After you begin dialing out, an additional pop up window will show up asking you if you want to cancel or continue on with your transfer. Just click the "Transfer" button, and your call will be transferred as a supervised transfer. This basically means that both you, the customer, and the person you transfer to will all be on the call at the same time.
5. Click OK and Hang up
After your call is transferred successfully, you can now hop off the call. Just click "OK" on the successful transfer message, and then click "End" on the Agent Taskbar. After ending the call, you will have successfully completed your call transfer!