Call Transfer
To transfer When transferring a call to other agents, the xCALLY XTB has three different procedures:xCALLY Phonebar offers the following options:
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Phone bar Attended transfer
The call transfer in this case, is divided into the following stepsAttended Transfer is used to make contact with the party to whom you are transferring the call before completing the transfer.
To make an attended transfer, please do the following:
1. Agent answers Answer the incoming call by clicking on the Dial button. When starting the call, the The Dial button - previously green - change its status will turn from green to yellow color
2. Clicking again on the Dial button, agent places a call on hold and the Dial button turns blue in color
3. Agent dials the number he wants Place the call on hold by clicking the Dial button again. The Dial button turns blue.
3. Dial the number to which you want to transfer the call, then press ENTER to perform the operationpress ENTER (on the keyboard) to connect.
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it is important to press on the DIAL button to hold a call before composing Make sure to click the Dial button to place the call on hold before typing the number to which deviating a you want to transfer the call. |
4. When interlocutor When the person to whom you want to transfer the call answers, the Dial button resumes its active call status (yellow color) and agent asks if he accepts the call; if so, agent rightclicks turns yellow again.
5. When the answering party accepts the transfer, right-click on the Dial button. The A list of active calls appears.
6. Agent identifies Identify the number corresponding for to the first incoming call and selectsand select Transfer attended
5. If interlocutor Notes:
• If the answering party does not accept the call, agent selects select Retrieve to resume to resume the call previously placed on hold
• At any time, agent can right-click on the Dial button and see the current incurrent in/out calls list.
• To switch between the two calls, simply select Retrieve on the number you want you want to handle.
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Retrieve is enabled only if there is there is a call on hold |
Phonebar Blind transfer
The agent enters Enter the number to which you want to transfer the call into in the Text Box, and he/she selects select Transfer from the Menu button.
In this case the Agent does not You do not need to wait for the called destination to accept or reject or reject the call.
Phonebar 3 Way Conference
It This allows the agents to enable initiate a conference call call (or rather a conversation with 2 more people).
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The button is enabled only when an agent is managing at least two concurrent current calls, with one of them active. |
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Conference procedure:
- Place the current call on hold
- Digit Enter the 3rd third number you want to manage add and dial it
- When When the 3rd third party answers the call, right-click on to the YELLOW dial button with the right mouse yellow Dial button, select the nonon-active line, and select Conference in the submenu
- The 3-participants will be on the ConferenceClick twice on to the Hangup icon All three participants will able to speak with one another.
Click at least twice on the Hangup button to terminate the conference call.
Phone bar Warm transfer
This feature is available on starting from Phone bar version 3.7.2.4 onwards.
Using Warm transfer Agent answers the call, places the caller on hold, dials the new number, gets permission to connect the caller, connects the original caller to the second call via 3-way conference, makes the introductions (thus the 3 persons can talk and listen each other), press the warm transfer, so drops out of the call leaving the caller and the transferred agent to continue talking independent of the agent.
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1. Agent answers the incoming call by clicking on the Dial button. When starting the call, the Dial button - previously green - change its status changes its status from green to yellow color
2. Clicking Click again on the Dial button, : agent places a call on hold and the Dial button turns blue in color
3. Agent dials the number he wants to transfer the call to, then press ENTER to perform the operation
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it It is important to press on select the DIAL button in order to hold a the call, before composing dialing the number to which deviating a call |
2. When the interlocutor answers, the Dial button resumes its active call status (yellow color) and agent asks if he accepts the call; if so, agent rightclicks on the Dial button. The list of active calls appears. Agent identifies the number corresponding to the first incoming call and selects Conference
3. When ready, click agent clicks with the right mouse button on to the yellow call button, spot spots the Warm Transfer in the option and select it
The caller and transferred agent keep on talking independent of the first agent.