Talkdesk allows you to transfer calls to other agents, ring groups and external phones.
IMPORTANT: On February 21, 2022, we announced the End of Life of the Main Dialer (sometimes also referred to as “Keypad”).
Conversations is replacing the Main Dialer. The Main Dialer features previously described in this article are now available in Conversations.
Jump to Conversations documentation.
Access Talkdesk Agent Workspace documentation here.
A blind transfer is when you transfer the caller to a ring group or another agent without speaking to the new agent first.
Using this option, the agent you select for transferring the call will hear their phone ring and can accept or reject the transfer. Once the call is accepted, it will be dropped on your end.
A warm transfer is when you speak with the new agent before the call is transferred. You can tell the destination agent about the caller’s issue and give any background information before transferring the call (without the caller hearing). Then, all three parties can speak together.
Making Blind and Warm Transfers using Callbar
To learn how to make blind and warm transfers using Talkdesk Callbar, please check the article Using Callbar.
- Click the Transfer button.
- Tick the Blind option.
- Type in the name or select the agent or ring group to transfer the call from the available drop-down menu.
- You can also type in a phone number in the “External number” box or use a number from your Hotlist of External Favorite Phone Numbers.
- Click the Transfer Call button.
Making Transfers using 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.