Transferring Calls - Options Explained

When transferring a call within the Agent Dashboard, there are four different options to select from:

1. Directory - This option will transfer the call to a directory number that is out of the TRACK Pulse system.  There is a drop-down bar which the user will click to select a particular directory number.  Some directory number examples would be the front desk number or the concierge number.

2. Number - This option will transfer the call to a particular number that the user has typed in.

3. Queue - This option will transfer the call to a queue.  The user will click the drop-down bar to select the queue they wish to send the caller to.  Examples of this may be the reservations queue or the golf queue.

4. Agents - This option will transfer the call to an agent's queue directly.  This option is filtered by 'Active Agents,' 'Busy Agents,' 'Away Agents,' and 'Offline Agents' to help the user determine the status of the agent they wish to transfer to.  The user will click that agent to send the caller to that agent's queue.

Have more questions? Submit a request

0 Comments

Article is closed for comments.
Powered by Zendesk