Transferring Calls with the Dial Pad

Using the Dial Pad, you can transfer any call to another telephone number – for example, another agent or another of your company's offices.

To transfer calls:

1. Click Hold/Resume () to place the customer on hold.

   The button turns blue () to indicate that customer is now placed on hold and can't hear you. The configured hold media is played to them.

2. Click the Dial Pad button () to open the dial pad.
3. Enter the number to which you want to transfer the call in the Dial Pad's Phone Number field.

   You must enter a complete telephone number in E.164 format.

4. Click TRANSFER.

   The Agent Toolbar places you on hold while it dials the number. When the person receiving the transfer answers, the Agent Toolbar takes you off hold.

5. When the person receiving the transfer answers, share any necessary details about the incoming call.
6. Click Hold/Resume () to bring the customer into the conversation.

   The button turns black () to indicate that the customer is no longer on hold. All three participants (you, the person receiving the transfer, and the customer) can now talk to each other.

7. When you are ready, hang up to leave the conversation.

   The customer is left in conversation with the person that received the transfer.

   Alternatively, if the person receiving the transfer hangs up instead of you, you can continue speaking with the customer.

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You might also be interested in:

• Using the Dial Pad
• Making Calls with the Dial Pad