This guide provides step-by-step instructions on how to complete an address book transfer (A transfer to an external number stored in the system). It explains how to initiate the transfer, select the destination, and control the recording and holding of calls. It also offers a useful tip on using address book transfers for regular third-party contacts. The guide concludes with a tip on the possibility of keeping the contact's details on screen after the transfer.


TABLE OF CONTENTS

1. Address Book transfers allow you to transfer the contact to a predetermined number. These numbers can be setup and modified by your Admin and are usually numbers you need to transfer regularly.


Tip! Once selected, the options for "Address Book", "Transfer Method" and "Outcome" can be edited if you need to change them. To do this, click the "edit" icon next to your previous choice. It's also worth noting that the system will save your choice so the next call requiring this transfer would be quicker. However, if you need to change any of the options, hit the edit icon for the respective option.

Initiating an Address Book transfer

2. Select "Transfers" option.


3. Select the "Address Book" option.


4. Select the destination you wish to transfer to. The Address Book numbers will be listed alphabetically.


5. "Transfer Method" for address Book transfers will always be set to "Warm".


6. Select "Outcome". This is the Outcome that will be set against a successful transfer to the destination. Outcomes are listed alphabetically (You can search if required also).


7. You are able to add an optional "Note" for the transfer, readable by others from the "History" tab.


8. Click "Confirm Transfer" to initiate the transfer.

During the Address Book transfer

9. Warm transfer will be displayed as you call the destination.


10. "Talking" will display when connected to the Address Book number (You will also see the red "recording dot").


11. You can control the recording of the initial contact during the warm transfer.


12. You can control the recording of the Address Book destination also.


13. You can put the initial contact on hold during a warm transfer.


14. Similarly, you can put the Address Book destination on hold during a warm transfer.


15. Click "Cancel" to hang up/cancel the transfer.


Tip! If your calling process requires you to speak to a third party on a regular basis, they can be stored in the address book. Once you have spoken to them, you can cancel and continue with the contact.

Example - Debt collection.

A contact calls to change their monthly payment owed to 'Corporation X', you call 'Corporation X' accounts via the address book to ensure it's ok, they agree, you cancel/hang up on 'Corporation X' and go back to the contact and change their direct debit with the updated payment amount.

Complete an Address Book transfer

16. Click "Complete Transfer" to end your call with the contact and transfer them to the Address Book number.


Tip! By default, clicking "Complete Transfer" will put you in the ready state to deal with your next call (Unless you have requested a break etc.) However, it is possible to keep the contact's details on screen after they have been transferred. To do this, Admin will have to edit the outcome(s) for transfers.