This guide provides step-by-step instructions on how to complete a user transfer. It explains why user transfers are useful and when it is recommended to use them. It also mentions upcoming updates and provides tips along the way. Following this guide will help users transfer contacts to specific users on the system efficiently.
1. User transfers allow you to transfer the contact to a specific user on the system.
Tips!
- You can transfer to a user in any state but it is recommended you only transfer when a user is "Ready" or "Dispositioning".
- Once selected, options such as the "User" 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 User/outcome, hit the edit icon for the respective option.
Initiating a User transfer
2. Select the transfer option.
3. Select "User" transfer.
4. Select the User you wish to transfer to.
5. Transfer method can be Warm or Cold.
6. Select an outcome for the transfer.
7. Notes can be added if required. These will be visible on the "History" tab.
Complete a Cold User transfer
8. Click "Confirm Transfer" to transfer the contact to the User.
Complete a Warm User transfer
9. Select the 'Transfer' option.
10. Select the 'Transfer' option.
11. Select the 'Transfer' option.
12. Select 'User' transfer.
13. Select 'User' transfer.
14. Select 'User' transfer.
15. Select the User you wish to transfer to.
16. Select the User you wish to transfer to.
17. Select the User you wish to transfer to.
18. Select the 'Warm' option.
19. Select the 'Warm' option.
20. Select the 'Warm' option.
21. Choose an outcome (Defined by Admin) & add an optional Note.
22. Choose an outcome (Defined by Admin) & add an optional Note.
23. Choose an outcome (Defined by Admin) & add an optional Note.
24. Select 'Confirm transfer'.
25. Select 'Confirm transfer'.
26. Select 'Confirm transfer'.
Warm transfer recipient message
27. If a User is transferring to you whilst on a call, you will see this 'toast' message.
28. If a User is transferring to you whilst on a call, you will see this 'toast' message.
29. If a User is transferring to you whilst on a call, you will see this 'toast' message.
Warm transfer view
30. When receiving the transfer, the User will see the contacts info and the contact will be on hold, allowing both Users to talk.
31. Only the RECIPIENT has the option to cancel the transfer.
Tip: If the RECIPIANT chooses to cancel the transfer, they must disposition the transfer 'call' they cancelled. This will not effect the Contact's status in the system (as they will still be on with the INITIATING User).
32. The recipient cannot 'complete' the transfer.
33. The INITIATING User cannot take the contact off hold.
34. The INITIATING User cannot cancel the transfer.
35. The INITIATING User can complete the transfer.
36. Once the transfer has completed, the RECIPIENT can take the contact off hold (unless already off hold) and continue the call.
37. Once complete, they can end and disposition the call like any other.
38. Once complete, they can end and disposition the call like any other.
53. Once complete, they can end and disposition the call like any other.
