Agents are able to transfer calls internally using the Check Member Availability found on the contact card.
When on a call you perform an internal transfer by clicking on the Check Member Availability button on the contact card as seen below:
A drop-down will appear and you will be able to see various members from your organization and what their current availability is.
The image above shows us which members are available.
*imp - You can scroll down or type in a member's name to search for specific members.
The members that are greyed out are unavailable, you will not be able to transfer a call to those members, it would not be clickable.
When it comes to transferring calls via the check member availability feature there are 2 different transfer types:
Warm Transfer and Cold Transfer
A Warm transfer is consulting with the member before transferring the call over to them.
To perform a warm transfer, you would select the member and select consult as seen below (this will automatically put the client on hold):
Once you are routed through to the agent, you would consult with them for eg. Asking them if they are available to take a call and providing them with information about the call as you have a customer on the line that requested to be transferred.
If the Agent agrees to take the call, you would select the Connect Parties icon.
The agent and the Customer would then connect.
A Cold transfer is transferring the call without consulting with the agent
To perform a cold transfer you would select the member and select transfer as seen below:
