Call Transfer
To transfer a call to other agents, the xCALLY XTB has three different procedures:
Phone bar Attended transfer
The call transfer in this case, is divided into the following steps:
1. Agent answers the incoming call by clicking on the Dial button. When starting the call, the Dial button - previously green - change its status 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 to transfer the call, then press ENTER to perform the operation
Warning
it is important to press on the DIAL button to hold a call before composing the number to which deviating a call.
4. When 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 Transfer attended
5. If interlocutor does not accept the call, agent selects Retrieve to resume the call previously placed on hold
At any time, agent can right-click on the Dial button and see the current in/out calls list.
To switch between the two calls, simply select Retrieve on the number you want to handle.
Warning
Retrieve is enabled only if there is a call on hold
Phonebar Blind transfer
The agent enters the number to transfer the call into the Text Box, and he/she selects Transfer from the Menu button.
In this case the Agent does not wait for the called destination to accept or reject the call.
Phonebar 3 Way Conference
It allows the agents to enable a conference call (or rather a conversation with 2 more people).
Warning
The button is enabled only when agent is managing two concurrent calls, with one of them active.
Conference procedure:
- Place the current call on hold
- Digit the 3rd number you want to manage and dial it
- When the 3rd party answers the call, click on to the YELLOW dial button with the right mouse button, select the no-active line, and select Conference
- The 3-participants will be on the Conference
Click twice on to the Hangup icon to terminate the conference.
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.
In order to accomplish a Warm transfer, please follow the steps here below:
1. Agent answers the incoming call by clicking on the Dial button. When starting the call, the Dial button - previously green - change its status 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 to transfer the call, then press ENTER to perform the operation
Warning
it is important to press on the DIAL button to hold a call before composing the number to which deviating a call
2. When 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 with the right mouse button on to the yellow call button, spot the Warm Transfer in the option and select it
