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This will put the customer on hold while the call is transferred and the time on hold clock begins counting:
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In order to warm transfer, wait until the transfer recipient (agent, external party, or supervisor) picks up. Explain the details of the call with the customer. The customer will be on hold during this time and will not hear the conversation. When ready to connect the customer, select either transfer or conference depending on which option best suits the transfer completion. |
The agent has two options for the transfer:
Transfer - This is a direct ‘cold transfer’. Once selected, the transferring agent will automatically be disconnected from the call
Conference - This is a ‘warm transfer’ that will allow the transferring agent to speak to the receiving agent prior to transferring the call.
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When selecting Conference, all parties are connected to the call. The customer cannot be placed on hold or masked and will hear everything the agent and the third party say. |
Direct Transfer
Once a transfer selection is made, select Transfer:
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