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Help & Support One Net Call Centre Managing calls Transferring and escalating calls
Help & Support One Net Call Centre Managing calls Transferring and escalating calls One Net Business Help & Support
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Transferring calls
You can transfer calls to agents and supervisors in several different ways with One Net Call Centre.
See a list of transfer types
Read about transferring calls
About transfer types
|
Transfer type |
What happens |
|---|---|
|
Unannounced transfer |
You transfer the call to someone directly, without speaking to them. |
|
Announced transfer |
You call and speak to the person you wish to transfer the call to, and then transfer the call. |
|
Conference transfer |
You add someone to the call. Then you leave the conference call or put the conference call on hold. |
|
Transfer to queue |
You transfer the call to a queue in Queued calls. |
Transferring calls
To transfer a call to a contact
As an unannounced transfer 
- When you are on an active call, select a contact from .
- Select Tran for that contact.
As an announced transfer
- Call a contact.
-
When you have finished speaking, select the original call from Call console.
- Move the pointer over the new call and select Tran.
As a conference transfer
- Call a contact.
-
Select the original call from Call console.
- Move the pointer over the new call and select Conf.
-
To permanently leave the conference call, select Leave from Conference call.
Or
If you want to leave and then rejoin the conference call later, select Hold from Conference call.
To a busy contact
- Select a call from Call console.
- Move the pointer over a contact from Agents or Supervisors.
-
Select Camp for that contact.
The call transfers to your contact's list of waiting calls.
To transfer a call to a number that is not a contact
- Select the call to be transferred from Call console.
- Enter a number in the Enter a number box and select Transfer.
To transfer a call to another queue
- When you are on an active call, select a queue from Queued calls.
- Select Tran for that queue.
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