TABLE OF CONTENTS
1. Queue transfers allow you to transfer the contact to a predetermined queue or group of users. These queues can be setup and modified by your Admin.
Tips!
- You can initiate a Queue transfer whilst the contact is on/off hold.
- Once selected, options such as the "IVR" 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 the destination/outcome, hit the edit icon for the respective option.
2. Select "Transfers" option.
Initiating a Queue Transfer
3. Select the "Address Book" option.
4. Select the queue you wish to transfer to.
Tip! Queues can be used in 2 ways;
1 - As a way of transferring to a specific "contact facing" departments such as sales or customer service.
2 - As a way to transfer to specific internal groups such as "Product A" complaints, retentions etc.
5. Transfer method for Queue transfers can be either "warm" or "cold".
Warm = you call the queue and wait for a user to answer, when they do you can introduce the contact (and explain the reason for the transfer if required) before completing the transfer.
Cold = you transfer the contact to the queue where they wait to be connected. While this is happening, you move on to your next call or status request.
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 here to confirm the transfer.
During the Queue transfer
9. On a warm transfer you will see "In Queue" whilst waiting for a user to answer.
You can also choose to "cancel" the transfer whilst waiting in a queue by selecting the hang up button.
10. Once connected, you will see "Talking" displayed.
You will also see the "Completed button" for you to complete the transfer to the queue and move on.
11. Click here to put the contact on hold whilst you speak to the user in the queue.
12. You are also able to stop the recording if required.
13. Once connected to a user in the queue, you cannot cancel the transfer. The user on the line only has the ability to cancel the transfer as they may need to go ready to take calls etc.
Complete a Queue transfer
14. To complete the transfer, hit the green button.
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.