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Call Transfer Options

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There are two types of transfer in Talkdesk: blind and warm. To learn more about the difference between these two types of transfer, please check this article.

In the Conversations app, a warm transfer is called a Consultation.

Once you've decided the type of transfer you want to use, you need to choose the destination from the different options available in each application. 

 

Note: With Talkdesk Agent Workspace generally available, we announced — on February 21, 2022 —  the End of Life to our legacy Agent products — Main Dialer, Talkdesk Callbar, and associated Agent tabs in Main — which impacts the feature(s) described below in this article. You may continue to use the legacy agent products until the EoL date. However, upon the End of Support date, Talkdesk will no longer provide fixes or enhancements to the products, so you should upgrade to Talkdesk Agent Workspace. 

Access the full Announcement here.

Access Talkdesk Agent Workspace documentation here.

 

Call Transfer Options in the Conversations App 

With the Conversations app, you can blind transfer calls or consult other agents, ring groups, and external numbers (the Consultation option is equivalent to a warm transfer). Learn more here.

 

Call Transfer Options in Callbar

To learn how to transfer a call to an agent, ring group, or external phone in Callbar, please follow the instructions in the article Using Callbar.

 

Call Transfer Options in the Main Web Application

To use the different call transfer options available in the Keypad in the browser (main web application), please follow the guidelines outlined below.

Note: The Keypad is our legacy dialer and is no longer available for new customers.

 

Transferring to an Agent

If you want the customer to be transferred to a specific agent who is available or has an external phone number associated, simply type the agent's name in the corresponding box [1]:

transfers_keypad_3.gif

  • Agents who have SIP or 'forward-to-phone' enabled will display a gray icon next to their names. They may or may not be free to answer the call.
  • Agents who are in Away status will have an orange icon next to their names. They may or may not be free to answer the call.
  • Agents who are busy or not logged in will not be listed.

 

Transferring to a Ring Grouptransfers_keypad_2.gif

Besides numbers and agents, you can also type in ring groups [2] and transfer your call to another team or department, and even back to your team:

If you blind transfer a call to a ring group, if no agents are available this will send the caller to the waiting queue, where your waiting message or music will be played until an agent from your selected ring group becomes available.

If you warm transfer a call to a ring group where no agents are available, a busy tone will be heard. The caller will not be sent to the waiting queue.

 

Transferring to an External Phone

transfers_keypad.gif

To transfer your call to an external number, press the Call External Number link [3].

By typing in a phone number in the 'Search here...' box [4], you can transfer the call to any external phone number.

In case you've saved and wish to select this from your Hotlist of External Favorite Phone Numbers instead, simply click the star [5] and pick your number from the drop-down menu [6].

If you're aware that this agent or number has an IVR in place and wish to bypass it, make sure to tick the box next to 'with IVR' [7].

After you’ve made your selection, simply press the Transfer Call button [8].

Keep in mind that, as soon as you do it, you won’t be able to communicate with the contact. Instead, you will hear the phone ring, like in any outbound call, until the other end accepts or rejects the transfer.

In case the transfer is rejected, a notification will appear, and your communication with the contact is restored. 

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