Warm transfer on 4621

[biggles455]

Hi
I have a campaign that wishes the agents to do a warm transfer (announce call) however once the cal has been announced they need to go back to caller to say that they are no putting the call through (-I know!) I can sort of do it by pressing Transfer then dialling the number talking press the on hold caller pressing transfer then pressing the 2nd on hold call and transfer again. It works but isn't very pretty and not very straigtforward for agents. Any ideas anyone?
Thanks

Thanks

Efficiency is just intelligent laziness

 

[tlpeter]

I think you first put the call on hold instead of pressing transfer witch puts the call on hold also
Then after the announce press transfer again


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[biggles455]

Thanks but still have to mess about pressing an extra transfer and then the line an extra couple of times
Dawn

Dawn

Efficiency is just intelligent laziness

 

[steeltown89]

Conference the call and then press release button, caller should stay connected to location you called.

 

[SF0751]

Agreed.

Receive call.
Press CONFERENCE and dial 2nd party.
After 2nd Party answers the call, press CONFERENCE again.
All 3 parties are now joined together.
Announce hand-off to orginal caller.
Press RELEASE or HEADSET button to disconnect call.
Orginal caller remains connected to 2nd Party.



Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[biggles455]

Thanks - this was my original suggestion but managers think agents may say something they shouldn't and be heard by caling. I think I will give them the option of using conference or extra transfer and they have to live with it.
Dawn

Dawn

Efficiency is just intelligent laziness

 

[steeltown89]

Wait, following above by Susan just don't press the conference button again until the two agents are done discussing the call.... then press the Conference again to join the customer.

Receive call.
Press CONFERENCE and dial 2nd party.
After 2nd Party answers the call,
.....TALK AWAY without customer hearing you here......
press CONFERENCE again.

 

[biggles455]

Thanks Chandler but the campaign want the agent to talk to the customer again after talking to the xfer agent. thanks again
Dawn

Dawn

Efficiency is just intelligent laziness

 

[steeltown89]

And they can once they hit conference for the last time, customer and new agent will be on the phone...

Or they could put agent on hold and go back to original line with caller.

Wow, if they want something other than this tell them to get a hobby and find more important things to worry about.