The call transfer feature lets you transfer a call to an internal extension or a phone number. You can transfer calls with the touch of a button! This helps you deliver a quicker solution to the customer without making them run around in circles or be on hold for too long.
With Live Call Transfer, just place the caller on hold. Your caller hears the on-hold music or custom on-hold message. Then you follow iTeleCenter’s prompts to complete your call transfer.
There are two types of transfers:
Warm Transfer: A warm transfer is when you speak with your team member before the call is transferred. You can tell the assigned individual about the caller’s issue and other information before transferring the call.
Blind Transfer: A blind transfer is when you transfer the caller to an extension or team member without speaking to them first. This type of transfer is basically used when it is not mandatory to speak to the recipient before transferring an interaction.