Transfer calls externally or to other campaign members
The system will allow call transfers to either other member of the campaign or to external telephone numbers. The system supports three types of call transfer - blind, screened and conference.
Tansfers can be either:
Blind - which would be equivalent to the following operations:
- put the call on hold
- press the transfer key
- dial the destination number
- hang up.
Screened - which would be equivalent to the following operations:
- put the call on hold
- press the transfer key
- dial the destination number
- wait for the call to be answered
- hang up
Using a screened call transfer means that should the transfer call not be answered, it is possible for the agent to reconnect to the customer and resume the conversation.
Conference - all three parties are able to converse with one another before the customer is transferred.
If a call is transferred internally to another member of the same campaign, the screen data will also be transferred along with the call, inlcuding any infomration that has been collected about the customer during the call so far. This saves the customer having to repeat information and saves different agents having to ask the same set of questions.