Five9 - Zendesk Transferring Calls
If you have permission, you may transfer a call to another agent, skill group member, internal or external party, or campaign. Before customers are transferred, they are put on hold. You can transfer a call to a queue that you cannot monitor because, in this case, you can select a recipient from your entire address book, which contains all skills and agents. For example, transferring a call to an inbound campaign can be useful to perform an after-call survey. When a call is transferred to you, process it as any other call. After you complete your part of the call, assign a disposition.
You can transfer a call in one or two steps:
- Two-step (warm or attended) transfer: select Initiate transfer to speak briefly with the recipient before disconnecting from the initial party and transferring the call.
- One-step (cold or blind) transfer: select Mute transfer to disconnect immediately from the initial party and transfer the call at the same time. During a one-step transfer, the customer hears everything before the recipient answers the phone, such as ringing, music on hold, and voicemail.
When a transfer does not go through, such as when the recipient is not available, the call returns to you on park. Complete the call as appropriate, by transferring it to another recipient or to voicemail or by retrieving the call. Calls on Mute go live on transfer.
- Click Transfer.
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Enter the transfer destination phone number.
Cold Transfer
If you transfer the call to an external number, you are prompted to set a disposition. If you transfer the call to another agent or skill, the recipient sets the disposition at the end of the call.
Performing a Cold Transfer
To perform a cold transfer, proceed as follows.
-
Click Cold.
- Time-out option
- Actions after time-out
-
Optionally, modify these settings:
- Time-out: Determines how long to wait for the destination party to answer the transferred call.
- Actions: Choose between returning the call to you or sending it to the recipient’s voicemail. The call can be sent to voicemail either immediately or after the time-out period.
See below for details on the effects of the settings.
- Click Complete Transfer.
Understanding Cold Transfer Settings
If your recipient is not available, you have four options for what happens to the call (not available means that the recipient is logged out, Not Ready, or active on another call). This table summarizes the options for a call to an unavailable agent:
|
Desired Result |
Action Selected |
Timer Setting |
|---|---|---|
|
Return the call to you |
Return call to me |
Must be greater than zero (see below) |
|
Send the call to voicemail after time-out |
Send to voicemail: After timer expires |
Must be greater than zero, determines the time-out |
|
Send the call to voicemail immediately |
Send to voicemail: Immediately if agent not available |
Any (see below) |
|
Send to agent’s personal queue or a skill queue indefinitely |
Return call to me or Send to voicemail after timer expires |
Zero |
With Return call to me, Send to voicemail immediately, and Send to voicemail after timer expires, if the destination agent is ready and set for manually accepting calls, the timer setting has the following effect:
- Time-out: The call waits in the queue for the specified time before the action (the call is returned or sent to voicemail) takes effect.
- Zero time-out: The call rings until answered or abandoned.
When the destination is a queue and with no available agents, the time-out setting has the following effects:
- With Return call to me or Send to voicemail after timer expires,
- Nonzero time-out: the call undergoes the selected action.
- Zero time-out: the call goes to the queue and stays there indefinitely.
- With Send to voicemail immediately, the call goes to voicemail immediately regardless of the time-out setting.
When the recipient is an external number, if the call is not answered, it is not returned regardless of the settings.
Warm Transfer
The time-out and voicemail recording fields are inactive because they do not apply to warm transfers. When using the keypad or your keyboard to manually enter numbers, you may see below the keypad the numbers that represent the tones that you entered to navigate through the contact’s phone menu.
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Check Warm transfer, and click Initiate transfer.
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Select a disposition.
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Speak briefly with the third party (recipient of the transferred call) before transferring the party who is on hold (red icon below).
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To transfer the party who is on hold, click Complete Transfer.