You can watch the video attached or follow the guide below for steps on how to transfer a call on Arbeit Click.
With click agent you can transfer a call to another agent, or even to a destination outside of click. Once you've established a call on your Agent and you want to send the call to another agent on Click, you can use either the warm transfer or the blind transfer feature.
The warm transfer allows the agents to speak before sending the consumer to the receiving agent. This lets the agents discuss any relevant information about the call. Once you initiate a warm transfer you will be prompted with a few pop-ups as you proceed.
The first window to open will give you the ability to determine your destination. You are given a list of all logged in agents which you can filter by group or by using the search bar to speed up locating your target agent. After you've located the agent you want to transfer to, click once to highlight their name, then at the bottom of the pop-up, click transfer call.
Note: An agent can have a status of available, in-call and unavailable. You won't be able to transfer a call to an agent with the status of in-call or unavailable. Unavailable status means the agents "receive calls" is toggled off. You will only be able to transfer to an agent with the "available" status. You can click the refresh button to get an updated view of an agent's status.
The transferring agent will see a pop-up like this one when the transfer request is in progress.
The receiving agent will get a pop-up like this one.
Note: The receiving agent only has 30 seconds to accept the call or it will fail, and the transferring agent will have to try again.
Once the receiving agent accepts the transfer, both agents will be in call with each other. Once the agents have finished their discussion, the transferring agent will have a pop-up that will allow them to bring the consumer into the call or cancel the transfer and go back to the consumer.
If the agent clicks "Bring Customer," both agents and the consumer will be in call with each other. The transferring agent will need to leave the call.
In a blind transfer, the call is sent to the receiving agent without any agent-to-agent interaction. Regardless of the transfer type, the receiving agent will see the same initial pop-up which allows them to accept the transfer.
Transfer Outside Click
To transfer to an outside line, you can click either Warm or Blind Transfer. In the search bar, type in the number you want to send the call to and click "Transfer Call" at the bottom.
Note: Blind and Warm transfer retain the same features depending on which one you choose.
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