Transfers in Softphone
Softphone provides the ability to agents to transfer any inbound or outbound call to other participants like Supplier, any other CP QUEUE Agent or ICRS/8*8 Agents. Transfers can be of two types:
- COLD TRANSFERS
- WARM TRANSFERS
COLD TRANSFER
- In Cold Transfer, Agent can directly transfer an active call to any other agent or supplier through speedDial.
- Agent's ACW will start after the call is successfully transferred. Call will remain active between the other participants.
- For transferring, Agent needs to select the participant in SpeedDial and click on the transfer button.
- For transferring to Supplier, Agent needs to type in the Supplier number and click on the transfer button.
WARM TRANSFER
- In Warm Transfer, Agent can transfer the call to other agents or supplier already present in the active call through leave call button.
- Agent's ACW will start after the call is successfully transferred. Call will remain active between the other participants.
