Transfer calls internally to a team member, to a queue, or an external number.
Use 'Cold Transfer' to transfer call directly without speaking to your colleague or the external party first. Use 'Warm Transfer' to speak with a colleague or external party before transferring the call.
Cold Transfer
While on a call or a call is on hold, you can cold transfer:
- Click the 'Dial Box' and enter a phone or extension number. Dial a queue extension to transfer to queue
- Click the 'Transfer' icon to dial the other participant and connect the calls.
- OR –
Navigate to the 'Directory List' from the App, and select either the 'Queue' or the team member you wish to transfer a call to using the 'Transfer' icon.Warm Transfer
While a call is on hold, you can warm transfer (recommended):
- Click the 'Dial Box' and enter a phone or extension number. Dial a queue extension to transfer to queue.
- Click the 'Phone' icon to dial and connect with the other participant.
- Chat privately with the other participant and introduce him to the caller on hold.
- Click the 'Transfer' icon to connect both callers.
- OR –
Navigate to the 'Directory List' from the App, select either the 'Queue' or the team member you wish to transfer a call to using the Dial icon, and then use the 'Transfer' icon once you are connected to the other party.Transfer a call with an announcement
While a call is on hold, you can conference transfer:
- Click the 'Dial Box' and enter a phone or extension number. Transfer to a queue by dialing the queue extension.
- Click the 'Phone' icon to dial the other participant.
- Click the 'Conference' icon to merge the calls.
- Publicly make your announcement to all connected callers.
- Click the 'Transfer' icon to drop from the call leaving the other callers to chat privately
Internal Transfers
Transfer to team members from dial box or directory list.
External Transfers
Transfer calls to someone outside your organization.
Transfer to Queue
Transfer to a queue, or group.