Transfers

Transfers provide a 'Two Click' option to transfer clients to a third party or an automated message (EIC) directly from the dialer screen.

Sometimes after talking to a Client an Agent may need to transfer the Client to another member of the team or play a standard message (such as a privacy statement).

The transfer mechanism provides a simple and fast way for an Agent to perform the transfer without having to dial a no. nor fiddle around with working out how to use their handset to transfer a call. As soon as the agent select the transfer target the Agent is free to move on to the next call.

Warning: becareful to test each Transfer target as you can easily end up sending to a invalid Transfer Target (e.g. you miss-keyed the phone no.) and the problem won't be immediately obvious until a customer calls back complaining that they have been hungup on.

As soon as you add a Transfer to a Campaign Template the 'Transfer' button will appear on the Agent's Dialer page once they are on a live call. The agent can click the Transfer button at any time whilst on the call to transfer the Client.

The Contact Hub UI is designed to handle a large number of transfer targets with a quick search facility to help agents find the required transfer target.

Fields

Fields	Description
Name	Provide a name for the Transfer target which will be obvious to an Agent. e.g. Play Privacy Statement, Complaints Department.
Record	Controls whether the calls is still recorded after the transfer has been completed. Note: if you are transfering to a third party you MUST ensure that you are not recording the calls.
User Caller's Caller ID	If enabled and you transfer the call to a third party the clients caller id will be displayed to the third party. This is an advanced option and requires permission from Noojee before you will be able to use it. Attempts to use this feature without permission will be blocked (for legal reasons).
Target Type	The type of Target. The following Targets are available: Fixed Phone number Allows you to enter a Phone No. that the Client will be transferred to. User enters Phone No. The Agent can enter a phone no. to transfer the Client to. Queue Transfer Transfer the call to a Queue. Play Message Play a pre-recorded message to the customer. The agent and customer hear the message and the agent has the ability to rewind or pause the playback. Use this feature for EIC (Electronic Informed Consent) or playing privacy statements etc.
Phone Number	When the Target Type is Fixed Phone Number this field becomes visible. Enter the phone number the call is to be transferred to.
Queue	When the Target Type is Queue this field becomes visible. Select the queue name the call is to be transferred to.
Message	When the Target Type is Play message this field becomes visible. Select the Business Message to play to the customer.
Transfer Type	Blind - the call is bind transferred once the agent has dispositioned the call. Blind Immediate - the call is immediately blind transferred after which the agent must apply a disposition. Attended - an attended transfer occurs. The agent MUST disposition the call before the transfer will complete. An Agent can use the finalize button to disposition the call.