| Line 1: | Line 1: | ||
<translate>= How to Make Consultations and Transfers = | <translate>= How to Make Consultations and Transfers = | ||
| + | If your contact center accepts calls, you will need to occasionally transfer calls, conduct conference calls, or consult another agent or manager while on an active call. This article shows you how to use the ''Consult, Conference, Blind Transfer'' feature while on an active call. | ||
| − | [[File:Transfer-Call-3-53.PNG|800px|thumb|center|Consult, Conference, and Blind Transfer]] | + | [[File:Transfer-Call-3-53.PNG|800px|thumb|center|How the Consult, Conference, and Blind Transfer window looks in Agent Desktop]] |
| − | == | + | == Consult, Conference, Blind Transfer Window == |
| − | '' | + | ''Consult, Conference, Blind Transfer'' is the window that pops open after clicking on the '''Initiate transfer or conference''' [[File:Initiate-Transfer-Button-53.PNG|35px]] button during an active call. |
| + | |||
| + | |||
| + | [[File:Transfer-Call-2-53.PNG|650px|thumb|center|The "Initiate transfer or conference” button in the list of phone controls]] | ||
| + | |||
| + | |||
| + | From this window, you may do the following: | ||
| + | * Scroll down the list and select a recipient from the list of available agents. | ||
| + | * Use the search bar to enter the name of the agent you want to transfer the call to. | ||
| + | * In the number field, enter the phone number or extension of the party you are transferring the call to. | ||
| + | |||
| + | |||
| + | [[File:Transfer-Call-4-53.PNG|650px|thumb|center|The Consult, Conference, and Blind Transfer window]] | ||
| + | |||
| + | |||
| + | == Consultation Calls == | ||
| + | A ''consultation call'' is a call you make with respect to another active call on your desktop. Making consultations allows you to ask another agent or manager a question while keeping your caller on hold. | ||
| + | |||
| + | To make a consultation call, click on the '''Initiate transfer or conference''' [[File:Initiate-Transfer-Button-53.PNG|35px]] button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click on the dropdown menu and select the '''dial''' [[File:Call-Button-53.PNG|40px]] button; you will dial the phone number or extension in the number field but the call will not be transferred. | ||
== Conference Calls == | == Conference Calls == | ||
| − | ''Conference | + | A ''conference call'' is a call where more than one party is actively on a call; conference calls can be useful if your caller wants to speak with a manager. |
| + | |||
| + | To make a consultation call, click the '''Initiate transfer or conference''' [[File:Initiate-Transfer-Button-53.PNG|35px]] button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click on the dropdown menu and select the '''dial as conference''' [[File:Consult-Call-Button-53.PNG|35px]] button. From here, all parties will be active on the call. | ||
== Blind Transfers == | == Blind Transfers == | ||
| − | A ''blind transfer'' is when an agent passes a call to another phone number or extension without knowing if | + | A ''blind transfer'' is when an agent passes a call to another phone number or extension without knowing if the call will be actively received. |
| + | |||
| + | To initiate a blind transfer, click on the '''Initiate transfer or conference''' [[File:Initiate-Transfer-Button-53.PNG|35px]] button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click the '''blind transfer''' [[File:Blind-Transfer-Button-53.PNG|35px]] button; the phone call will transfer and the interaction will be completed. | ||
== Keyboard Shortcuts == | == Keyboard Shortcuts == | ||
| − | Note that | + | Note that conference calls, consultations, and blind transfers can be made using keyboard shortcuts. The shortcuts are as follows: |
| − | + | * First, to initiate a transfer or conference, select '''Alt-Shift-T''' | |
| − | + | * To make a blind transfer, select '''Alt-Shift-B''' | |
| − | + | * To make a consultation call, select '''Alt-Shift-D''' | |
| − | + | * To make a conference call, select '''Alt-Shift-C''' | |
| − | |||
| − | |||
| − | |||
</translate> | </translate> | ||
Revision as of 23:15, 20 February 2019
<translate>= How to Make Consultations and Transfers = If your contact center accepts calls, you will need to occasionally transfer calls, conduct conference calls, or consult another agent or manager while on an active call. This article shows you how to use the Consult, Conference, Blind Transfer feature while on an active call.
Consult, Conference, Blind Transfer Window
Consult, Conference, Blind Transfer is the window that pops open after clicking on the Initiate transfer or conference 
button during an active call.
From this window, you may do the following:
- Scroll down the list and select a recipient from the list of available agents.
- Use the search bar to enter the name of the agent you want to transfer the call to.
- In the number field, enter the phone number or extension of the party you are transferring the call to.
Consultation Calls
A consultation call is a call you make with respect to another active call on your desktop. Making consultations allows you to ask another agent or manager a question while keeping your caller on hold.
To make a consultation call, click on the Initiate transfer or conference button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click on the dropdown menu and select the dial 
button; you will dial the phone number or extension in the number field but the call will not be transferred.
Conference Calls
A conference call is a call where more than one party is actively on a call; conference calls can be useful if your caller wants to speak with a manager.
To make a consultation call, click the Initiate transfer or conference button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click on the dropdown menu and select the dial as conference 
button. From here, all parties will be active on the call.
Blind Transfers
A blind transfer is when an agent passes a call to another phone number or extension without knowing if the call will be actively received.
To initiate a blind transfer, click on the Initiate transfer or conference button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click the blind transfer 
button; the phone call will transfer and the interaction will be completed.
Keyboard Shortcuts
Note that conference calls, consultations, and blind transfers can be made using keyboard shortcuts. The shortcuts are as follows:
- First, to initiate a transfer or conference, select Alt-Shift-T
- To make a blind transfer, select Alt-Shift-B
- To make a consultation call, select Alt-Shift-D
- To make a conference call, select Alt-Shift-C
</translate>