Externally attended transferring a customer | Scribe

    Externally attended transferring a customer

    • CM Engage |
    • 7 steps |
    • 54 seconds
    1
    When in a call with a customer and an attended tranfer needs to be performed, first make a call to the third party to which the customer needs to be transferred. \ \ Note: the call with your customer will automatically be put on hold. To do so, navigate to the collaboration menu tab, and select "External voice collaboration".
    When in a call with a customer and an attended tranfer needs to be performed, first make a call to the third party to which the customer needs to be transferred. \ \ Note: the call with your customer will automatically be put on hold. To do so, navigate to the collaboration menu tab, and select "External voice collaboration".
    2
    Once "External voice collaboration" is selected, type the phone number of the external collaborator (E.g supplier or other third party) and click 'send' to initiate the outbound call.
    Once "External voice collaboration" is selected, type the phone number of the external collaborator (E.g supplier or other third party) and click 'send' to initiate the outbound call.
    3
    Once 'Send' is clicked, the status of the call will be shown in the collaboration call tab (E.g. Ringing)
    4
    Once the call is accepted, a voice connection is established and the call duration will be shown during the call.
    5
    Once the third party has been informed of the upcoming tranfer, the tranfer button can be used to transfer the customer to the third party.
    6
    Once the forward button is clicked, the customer will be added to the call with the third party and the Agent - Customer call ended.
    7
    Once the conversation has ended, the agent is able to wrap-up the conversation as per usual