Warm Transfer

  1. While transfer the call to another agent we have option to select this option “Warm” and select any available agent in the list.
  2. It will call to the transferred agent number and once he connected, the active agent who answered the call will update the call summary and detail about the call, short summary of the customer.
  3. During the transfer call the agent can will have options like

    1. Abort Transfer – It will disconnect the transferred agents call
    2. Merge Call – It will merge into the live call, it is like a conference call with both agents and with the customer
    3. Transfer and Leave – Once the update is given by the agent to another agent, they will leave from the conversation.

      The call will be running between the customer and the another agent (who get transferred)

Doing things right is important. But doing the right things is vital.