Options for transferring a call in CXone
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When transferring a customer to another skill be sure to let them know that there is a possibility that they could be prompted to leave a voicemail if no one is available to take the call:
“I will place you on a brief hold while I transfer you to {skill/third party}. I will remain on the line with you during the transfer, but please be aware that if {skill/third party} is not available, you will be prompted to leave a voicemail.”
Transferring a call to another Skill (queue)
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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. |
Transferring to Account Servicing and Credit & Title
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Account Servicing does not create the customer account in their system until M3 has been approved. If a customer wishes to update their contact information and they are post M2 and pre-M3 approval, they will need to wait until after M3 approval to do so. |
If the support agent needs to transfer the customer to Account Servicing:
Homeowners must be M3 approved prior to transferring to Account Servicing. Otherwise, Account Servicing will not have a record of the account since they are not yet booked.
Verify you are speaking with the homeowner prior to completing WARM TRANSFERS to Credit & Title and Account Servicing.
Spanish-speaking homeowners needing assistance from Account Servicing require translation from the EverBright agent.
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DO NOT TRANSFER calls to Account Servicing or Omnidian unless M3 has been approved |
Direct Transfer
Once a transfer selection is made, select Transfer:
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