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Transfer Call Feature Documentation

Overview​

The Transfer Call feature allows seamless call transfers between agents or departments, enhancing customer support voiceflow and reducing wait times for callers. This capability ensures that callers are efficiently routed to the appropriate recipient without manual intervention, improving user experience and operational efficiency.

Interface Components​

Transfer Call To​

  • Field Type: Text input
  • Purpose: Enter the phone number or extension to which the call should be transferred.
  • Requirements: This field is mandatory to specify the transfer destination.

Waiting Voice Message​

  • Field Type: Text area
  • Purpose: Input a voice message that will be played to the caller while waiting for the transfer to be answered.
  • Functionality: This message keeps the caller informed and engaged during the transfer process.
  • Requirements: This field is mandatory to provide an appropriate waiting message.

Actions​

  • OK Button: Saves the transfer call settings and activates the transfer functionality.
  • Cancel Button: Cancels the operation and closes the dialog without saving.

Usage Instructions​

  1. Specify the Transfer Number: Enter the phone number or extension where incoming calls should be transferred.

  2. Compose the Waiting Message: Write a clear and polite voice message to be played during the transfer wait time.

  3. Confirm Settings: Click OK to apply and enable call transfers or Cancel to discard changes.

Best Practices​

  • Ensure the transfer number is valid and reachable to avoid dropped calls.
  • Keep the waiting voice message brief and informative to reduce caller frustration.
  • Update waiting messages regularly to reflect business hours or special announcements.
  • Test call transfers periodically to ensure smooth operation.
  • Use this feature to streamline customer support and improve overall service quality.

Summary​

The Transfer Call feature optimizes call routing by automating transfers with customizable wait messages, facilitating efficient communication between callers and the appropriate agents or departments.