How can we Help?

Talkdesk Mobile Agent Transfers - Android and iOS

Follow

Talkdesk® Mobile Agent™ now includes a transfer feature enabling users to transfer calls to other agents, ring groups or external numbers, according to their needs. This feature is especially useful when an agent needs assistance on topics that other colleagues are specialized in, or that are related to other business areas.

All transfers are warm transfers meaning that you can speak with the new agent before the call is transferred, allowing you to give background information and prepare the agent for the interaction, without the caller hearing. Then, all three parties can speak together or the call can simply be transferred and the initial agent leaves the call.

For transfers to agents, ring groups or external numbers, there is always a button to cancel the transfer available. When the user clicks on this option, the agent returns to the conversation with the contact.

Transfer Calls

To perform an outbound transfer the agent should already be on a call, and then:

  1. Tap on Options “···[1], followed by Warm Transfer [2].
    Transfers_i.png Transfers_ii.png

  2. Select if the call should be transferred to a Ring group [A], an agent [B], or an external number [C].

    Transfers_1.png. Transfers_2.png Transfers_3.png

A. Transfer Agents

Transfers_4.png Transfers_5.png

To transfer to an agent:

  1. Select an agent from the list [1].
    Tip: Use the search function [2] to quickly find agents.
  2. Add the agent to the call by choosing Transfer [3].
  3. Tap Transfer [4] to pass the call directly to the second agent and put the contact on hold. Alternatively, tap Add to call [5] to add the second agent so all three are live on the call.

Note: An agent can try to perform a transfer to another agent independent of their status.

B. Ring Group Transfers

Transfers_6.png Transfers_7.png

To transfer to a ring group:

  1. Select a ring group from the list [1].
    Tip: Use the search function [2] to quickly find ring groups.
  2. Tap Transfer [3].
    When an agent of the ring group accepts the call, the call information is updated and the name of the agent is displayed in the header as opposed to the ring group.
  3. Tap Transfer [4] to pass the call directly to the second agent and put the contact on hold. Alternatively, tap Add to call [5] to add the second agent so all three are live on the call.


C. External Number Transfers

Transfers_8.png Transfers_9.png

To transfer to an external number:

  1. Tap on the dialpad icon at the top of the screen during a call.
  2. Type or paste a number in the number field [1] and tap on Transfer [2] to add the external number to the call.
  3. Tap Transfer [3] to pass the call directly to the second agent and put the contact on hold. Alternatively, tap Add to call [4] to add the second agent so all three are live on the call.

Incoming Transfers

Transfers_10.png

Receiving a regular call or a transfer call is a bit different when it comes to the information that is displayed on the screen and the actions you have available. In an incoming transfer, the receiver can be a direct agent or any agent in a particular ring group.

The incoming transfer information is displayed on the header with the name of the agent who is making the transfer [1], the associated “Ring groups” [2], the “Contact details” card [3], and the options to accept [4] or reject [5].

When the agent accepts the transfer, they will have all the usual Mobile Agent in-call options in the footer.

Conference Calling

Call conferencing allows you to add a guest to a call. A guest can be another agent, a customer/prospect/lead, or a manager.

Transfers_11.png

To initiate a Conference on Mobile, an agent and a contact should be already on a call and then:

  1. Tap Warm transfer.
  2. Choose the transfer destination as described above (“Agents”, “Ring group”, or “External number”). When the agent (direct, or part of a ring group) accepts the call, the option to Add to Call becomes available.
  3. Tap Add to Call [1] to add the guest.

Throughout the process, the name of the other agent and the contact on the line (name or number) are visible on the screen. 

Transfers_12.png

When the guest is added to the call it becomes a Conference call and the information displayed is updated.

During the Conference, the agent who is the owner of the call still has the option to transfer to the other agent, at any time.

If the owner ends the call, all other participants will be disconnected. This is because the creator of the conference call is the one who owns the connection between the different parties.

All Articles ""
Please sign in to submit a request.