HUD Web Attended Transfers
- Kelli Higdon
Analytics
Softphones of all kinds lack the transfer capabilities to successfully complete a 'attended' transfer (sometimes refered 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 transfered-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 a 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 transfering
--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 transfering 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: