A Quick Guide to Call Transfers

ConXhub offers 3 types of call transfer:

  • Attended Transfer
  • Unattended (Direct) Transfer
  • Scheduled Transfer

To execute a transfer you will need the ConXhub Chrome Widget.

How to transfer a call:

Inbound Call

A call is put on hold in normal way, and a notification appears in the ConXhub Widget.

Call Answered

Agent ‘A’ accepts the call. On talking to the caller determines the call is for another agent or department.

Within the widget Agent ‘A’ locates the call in progress and presses the associated Transfer button.

Attended Transfer
To speak with Agent ‘B’ prior to transferring the call.
  1. Press the mute button
  2. Press the + Add Call button
  3. Open ConXhub & dial number or dial from phone as normal if Profiles are not required.
  4. Hang up the call to Agent ‘B’ & locate the call in progress & press the associated Transfer button.
Transfer Options

Scheduled Transfer – see Video

This will add a scheduled Transfer to Agent ‘B’s’ activeQ, and send a Notification advising there is a call-back waiting to be actioned

Direct Transfer

This will effectively put the caller back into the call queue and push notifications to the specific Agent or Group Agents

Activate Transfer
  • Select ActiveQ or Direct
  • Choose Agent or Department – you can start typing in the select box to filter list
  • Fill in the rest of the form (as appropriate)
  • Press Transfer
AcceptTransfer

Transfer Notifications are given priority

  • Top of List
  • Coloured Background
;

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