Fonality - HUD Web Attended Transfers
Softphones of all kinds lack the transfer capabilities to successfully complete a 'attended' transfer (sometimes referred to as a warm transfer). An attended transfer is where you place line 1 on hold and connect with the transfer-to party on line 2 and introduce the call before completing the transfer. This way when lines 1 and 2 are joined together, the transferred-to party knows the details of the call. With standard softphone transfers there is no way to accomplish this. But there are ways to accomplish an attended(warm) transfer using HUD web.
In HUD Web, there are two methods we use to perform an attended transfer:
Method One: Use hold and HUD chat to introduce the call before transferring
While on a call, place the call on hold.
HUD message the transfer-to party the details of the call.
Pick the call back up.
Let them know that you will be transferring them to 'Agents Name'.
then transfer the call in hud web by using transfer or the transfer button.
Demonstration:
Method Two: Use call parking
While on a call, transfer the call into call parking (ext 9000). (It is the equivalent of placing the call on hold. The user will hear hold music)
You no longer have a call... So, you can HUD Chat or Call the transfer-to party.
Introduce the details of the call and let them retrieve the call from call parking.
Anyone logged into HUD can retrieve the call from Call Parking by clicking 'Take' on the call.
Demonstration:
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