Options for Background: Before transferring a call in CXone
To a different skill (queue)
To an agent within a selected skill
To another agent directly
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Skills List
Credit and Title
Financing Support
General Spanish
Going Solar
Inquiries Homeowner
Inquiries Homeowner VM
Inquiries Installer
Installation Concerns
Installation Concerns VM
Licensing
Licensing VM
PIP
Prequeue IVR- No Agent
Sales - Onboarding
Software Platform Support
Software Platform Support VM
Supervisor Reskill
Voicemail - No Agent
Welcome Call
Welcome Call VM
H/O Lead Resolution
SS Lead Resolution
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, it is important to consider various essential requirements. These requirements ensure that communication is effective, secure, and in compliance with established policies. This article outlines the necessary steps and best practices to ensure the successful and efficient transfer of calls.
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Agents should only transfer calls to a skill, never directly to another agent. |
The agent has two options for transferring a call:
Conference - This is a ‘warm transfer’ that will allow the transferring agent to speak to the receiving agent prior to transferring the call.
Transfer - This is a direct ‘cold transfer’. Once selected, the transferring agent will automatically be disconnected from the call. This option is only to be used in specific scenarios, per SOP.
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Transferring etiquette
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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This will put the customer on hold while the call is transferred and the time on hold clock begins counting:
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Not all Skills are connected to live queues. Make sure the queue selected indicates that there are agents available to take the call. |
Completing a Warm Transfer
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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. |
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The agent has two options for the transfer:
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Transfer - This is a direct ‘cold transfer’. Once selected, the transferring agent will automatically be disconnected from the call
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Steps | Reference |
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-This allows the transferring agent to speak directly to the receiving agent |
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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 |
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while the customer is on hold. |
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Otherwise, proceed below | |||
Provide the receiving agent with the customer’s information
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When the agent is ready to complete the transfer, they will select ‘Transfer’ and the customer will be transferred |
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Completing a Cold Transfer
Cold transfers are only permitted after 3 minutes, except under the following conditions:
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Notify the customer that they are being transferred and will need to provide their information to the receiving agent. | “I will place you on a brief hold while I transfer you to {skill/third party}. Please be aware that you will need to verify your information to {skill/third party}. If {skill/third party} is not available, you will be prompted to leave a voicemail.” |
Once a transfer selection is made, select Transfer | |
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The customer automatically transferred to the selected queue | |
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Once a transfer selection is made, select Conference:
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This allows the transferring agent to speak directly to the receiving agent while the customer is on hold.
When the agent is ready to complete the transfer, they will select ‘Transfer’ and the customer will be transferred.
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If no agent is available to receive the transfer or if the wrong queue is selected, the transferring agent has the option to select the Reskill ‘hang up’ option which will end the transfer.
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If the ‘hang up' option is selected during a transfer, the customer will be taken off hold and the live call is routed back to the transferring agent. |
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Only click the hang up option from the Reskill menu; selecting the hang up option under the customer’s number will end the call and hang up on them. |
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Transferring a call to an agent in a specific Skill
From the Skills menu (above), click the > to view the agents assigned to that skill:
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Select an available agent:
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The customer is placed on hold. The agent has the option to ‘cold transfer’ the customer to the receiving agent by clicking the cold transfer button:
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If the ‘hang up’ button is selected, the call will reroute back to the transferring agent:
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Transferring a call directly to an agent
From the transfer menu select ‘Agents' and then the team:
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All agents within that specific team will be displayed along with their availability:
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Specific Scenarios - Transferring to Credit & Title
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DO NOTCOLD TRANSFER calls to Credit & Title |
Verify you are speaking with the correct and verified customer
Complete a warm transfer to Credit & Title
Note - the Support agent should not stay on hold with the customer while the Credit & Title agent researches the issue. Complete the transfer after exchanging the customer information with the receiving agent.
Exception
If while waiting for the Credit & Title team to answer you are on hold for more than 1 minute; then you can cold transfer
Enter disposition notes per SOP as well as the following note:
Cold Transfer - hold greater than 1 min