You can easily transfer a call, here is how:
- While you are on a call, click the search icon
on the . We’ll display the Search bar. - Search for and select the person that you want to conference in or transfer the call to
Tip You can transfer a call to a queue if you need to, but you can’t conference to a queue.
Tip Click the All Details button and we’ll show you all of the contact numbers for the contact you’ve selected.
- Click the Transfer button on their Contact Card. We’ll put your current call on hold and call your other contact.
- Hover over the active or held call on the , then click Complete Transfer (we’ll transfer the call and free up your extension so that you can handle another call), or click Invite to Conference if you want to start a Conference call (we’ll connect all parties in a conference call).
- If you change your mind halfway through, click the Cancel button and we’ll reconnect you to the original caller.
Note
- If you’re on a connected call and transfer it to another TouchPoint user, your notes will be passed on when they answer the call.
- If you have put your caller on hold and make an outbound call to another TouchPoint user, your call notes will only be passed on when the transfer is complete.
When transferring a call to a queue, you’ll want to know a few things about the queue before you decide to make the transfer. Here’s what we show:
- The queue status (open/closed)
- The queue mode
- The number of calls waiting in the queue
- The number of available agents
- The longest wait time (or possibly average wait time)