CCP v2 - Transfer and Conference

To transfer an active call, the best approach is to use the Quick connects feature. 

• When connected to the customer, click Quick Connects

  • Choose a quick connect from the list and then click Call

  • Or

  • Enter the telephone number and then click Call

• The customer is now on hold.

• Once the person you are transferring to answers, you will see a Join or Swap button

• Click Join will join all parties together allowing you to do a warm hand off of the original caller

• Click Swap will allow you to switch back to the original caller and puts the quick connect call on hold

• Click End call will drop you out of the call but will leave the original caller and the quick connect call still connected together. This would complete the transfer.

Cold or Blind Transfer

To initiate a cold or blind transfer complete the steps above but after clicking Call, you can then immediately click End call to drop off the call and the original caller will still be transferred to the quick connect call.

Demonstration Video

Transfer and Conference.mp4