5.4.1 Instant Transfer
(Video instructions available: Instant Transfer)
An instant transfer sends the call to another agent without the first agent speaking to the other agent. This is also known as a cold transfer. This transfer should be used when a caller knows where their call needs to be routed or if the first agent receives the call on accident and sends the call to the right department.
To do an instant transfer:
- Select Instant Transfer.
- Enter the 10-digit phone number or type the name of the second agent in the drop-down menu. To transfer to a queue, talk to your supervisor.
- Select the Phone icon under their name, and the other agent receives a notification that they have an incoming transfer. This notification displays only if the second agent is in a "Ready" status.
- The other agent can accept or decline the transfer. Once accepted, the call transfers directly to the second agent.
This page last updated in Release Number: 22-03
Release Date: 06/25/2022
Effective Date: 06/25/2022