Call Transfers

The ability to transfer calls is essential for advanced call centers, and DialedIn provides the ability to do so, whatever your need or business process requires, like, for example, when a screening process is completed and it’s time to move on to another agent or department. DialedIn allows performing a Direct Transfer, which can be a Cold Transfer or a Warm Transfer, or performing a Blind Transfer. Any of this can be done while on a call.

During a call, click on the Transfer icon (e.g., on the Dial Pad) to pop up the Transfer Call window, where we can select from a list of allowed Agents (based on the current Campaign) and specify the transfer method. Refer to the following pictures.

There are two ways to transfer a call to another agent:

• A Direct Transfer is when the other Agent is notified and provided comments or information about the call, and can accept or reject the call.
• A Blind Transfer gives no option, the call is immediately put on the corresponding queue, and the original Agent is disconnected.

In both cases, Transfer To presents a pull-down menu of available nunmbers for the transfer, and Transfer Comments gives you the options to indicate any relevant information about the transfer.

With a Direct Transfer the intended recipient of the call transfer is made aware of it; for that agent, a message pops up indicating who has initiated the transfer request, the related Campaign, and any comments provided by the requestor. The agent receiving the transfer request has the option to accept or decline the transfer.

By default, a Direct Transfer is a Cold Transfer, in which the agent requesting the transfer (fronter) drops from the call when the transfer is accepted. If the Warm Transfer option is selected, the fronter stays in the call, with the option to drop at any time.

A Direct Transfer also has the option to Mute Customer so the fronter and the closer (transfer recipient) can talk to each other privately until the customer is unmuted.

A Blind Transfer just sends the call to the Transfer To agent, without any interaction. The agent making the transfer (fronter) sets a Disposition for the side of the call that ends with the transfer.

In this case, in addition to a list of available Transfer To agents, the agent making the transfer can optionally just enter a Custom Number to direct the transfer to.