What is a call transfer?
A call transfer is moving a live phone call from one person to another. It's a feature that allows you to send an active call to another phone.
This is particularly helpful if the caller has reached the wrong department. Rather than having the caller hang up and call back, the call can be transferred. It's a great way to improve the overall customer experience and increase the team's productivity.
The two main type of call transfers:
Warm Transfer: This is a type of transfer where the caller is introduced to the next agent where details can be shared about what the caller needs. This is a more personal approach because the customer won't need to repeat themselves which offers a better experience.
Blind Transfer: This is a type of transfer where the caller is transferred without being introduced to the next agent.
Transferring to a User or Department
1. On an active call click the Transfer button in the Ring.io Web Phone. Select the user or department where the call needs to be transferred. Once the call has been transferred, you can safely disconnect without terminating the call.
Transferring to an external number
To transfer the call to an external number, click Transfer > click Type Number > enter the external number > click the transfer button to transfer the call. Once the call has been transferred, you can safely disconnect without terminating the call.
Canceling a transfer
To cancel the call transfer, click the Cancel transfer button.
Initiating a conference call
To initiate a conference call after transferring the call to a third party, click Join parties. Once the third party has joined the call, you can safely disconnect without terminating the call or remain on the line as a third party.
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