15. Transfers

Transfers provide a 'Two Click' option to transfer clients to a third party or an automated message 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 miskeyed 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' (the Transfer Tab on the Campaign Template editor) 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.

When the agent clicks the Transfer button a dialog box will appear which lets the Agent select the Transfer Target.

Selecting the Transfer target will cause the Client's call to be transferred to the selected target and make the Agent available to make the next call.

Three Transfer Target types are supported:

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.

• Route
  A Route to transfer the Client To. This can be used to transfer the Client to a Route that plays a message and hangs up.

• User enters Phone No.
  The Agent can enter a phone no. to transfer the Client to.