Transfers and Conference

This article is to show you how to perform:
Warm Transfer
Cold Transfer 
Conference

Warm Transfer:

A warm transfer is transferring a call from one agent to another with an acknowledgment so that the other agent is aware of the reason for the transfer.

To perform a Warm transfer you will need to:
1. Inform the caller you will reach the other department and explain the reason for the call and the need to transfer it.

2. Place call on line 1, on hold.

3. Open the second line and call the number/department needed.

4. Inform the reason for the call and the reason for the transfer

5. Click XFER in eyebeam and then click line 1

Warm transfer completed

Cold Transfer:

Also known as one-step or a blind transfer,  transferring a call from one agent to another without explaining the reason for the transfer.

1. Inform the caller you will transfer them to another department.

2. Click XFER

3. Dial the other department number

4. Click XFER

5. Complete

Conference(Mostly used by Port Department):

 A call that has more than two parties connected simultaneously, with at least the potential for communication among all parties.

A conference will only be used when the need of discussing and reaching a resolution with another department in which you will need to participate 

1. Inform the caller you will add another party to the call.

2. Place line 1 on hold.

3. Open line 2 and dial the number of the party you need to reach.

4. Once line 2 answers the call, let them know you will join the customer as you need help with the reason of the call.

5. Click CONF

6. Completed