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This page talks about how calls can be transferred to other users. |
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Overview
With the Transfer Calls function users can easily transfer calls to other user using the phone keypad.
Set up a call transfer
This option is available only for Phone terminal extensions with the multi-user aware permission enabled.
To enable this permission, click on the Roles and Phone Numbers icon under the Tools area. In the Roles and phone numbers for <user_name> page, enable the User is multi user aware permission as shown below.
Screenshot: The Permissions section from the Roles and phone numbers management page
Phone terminal keypad operations
Dial | To | Description |
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#1FORWARD_NUMBER | Transfer Interlocutor to Extension Number FORWARD_NUMBER | This operation enables what is generally known as blind/cold transfer. In other words, if you're already in the middle of a phone conversation, you can press #1 followed by an extension number FORWARD_NUMBER. This will have your incoming caller transferred to that particular extension. The call can also be transferred to a number outside the VoipNow server. |
*2FORWARD_NUMBER | Put Caller on Hold and Transfer to Extension Number FORWARD_NUMBER | This operation enables what is generally known as attended/warm transfer. In other words, if you're already in the middle of a phone conversation, you can press *2 followed by an extension number FORWARD_NUMBER . The call will be put on hold and the system will place another call to the extension FORWARD_NUMBER . If the FORWARD_NUMBER extension does not answer, the call is transferred back to your extension. If the FORWARD_NUMBER extension answers, you can communicate with the extension user. When you hang up, the call that was previously put on hold will be automatically transferred to FORWARD_NUMBER .The call can also be transferred to a number outside the VoipNow server. |
Usage example
There are two technicians working in the support team. A call is received on the extension belonging to tech guy no. 1, who has no solution for the caller's problem, but knows that tech guy no. 2 dealt with a similar issue last week.
- If tech guy no. 1 dials
*2
followed by his colleague's extension number, the call will be put on hold and a new call will be automatically placed to his colleague's number. - Tech guy no. 2 answers and listens to his colleague presenting the situation, then hangs up.
- Tech guy no. 2 will be automatically connected with the caller on hold.
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