Transfer Calls

When you dial the number to transfer a call, for example to 123, you will hear the IVR prompt asking you to press 1 to transfer call to 123, press 2 to talk to 123, and press 3 to do a conference with 123. With that, you can do the following: 

  1. Transfer the call blindly to a new agent
  2. Speak with the new agent then get back to the caller 
  3. Speak with the new agent before transfer the call to her

Details of how to do each are below.

#1 Transfer the call blindly to a new agent 

To transfer call blindly to new agent, follow the steps below. (These steps vary from phone types).

Pick up the call > Press Hold > Press New Call > Press the agent number you want to transfer the call to > Press 1 when the IVR play > Wait for 3 seconds then hang up. (Images below).

     1.1 Pick up the call 

     1.2 Press Hold

         1.3 Press New Call

         1.4 Press the agent number you want to transfer call to (e.g. 123). This can be an external mobile or landline number.

         1.5 Press 1 when the IVR play

         1.6 Wait for 3 seconds then hang up 

    #2 Speak with the new agent then get back to the caller 

    Follow the steps below: 

    Pick up the call > Press Hold > Press New Call > Press the agent number you want to talk to > Press 2 when the IVR play > Speak with the agent > Hang up > Resume talking with the caller. 

    #3 Speak with the new agent before transfer the call to her (combine 2 above processes)

    Pick up the call > Press Hold > Press New Call > Press the agent number you want to talk to  > Press 2 when the IVR play > Speak with the agent > Hang up > Press New Call > Press the agent number again > Wait for 3 seconds then hang up.


    Our system ONLY supports transfer calls from an external number, not from an internal extension. 
    This process will work with any IP Phone or softphone that supports hold/unhold and have more than 2 concurrent calls. 
    The language for the IVR is English. Other languages will be supported in the future if there is a request.

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