In this blog we will discuss Warm Transfer in Velocify Dial-IQ. In Velocify, warm Transfer Distribution is possible with Dial -IQ by creating a new type of distribution program which determines which users are available to receive warm transfers.
A warm transfer allows the current agent who is speaking with the lead to speak with the new agent before the call is transferred. This will help the transferring agent to provide transferred agent with background information about the caller while the caller is on hold. Transferring agent can then conference in the caller before completing the transfer so that all three parties can speak.
How to create a warm transfer distribution
- Access Menu page by clicking your name in the upper right of the header.
- Go to Preferences-Client Settings
- Click Call Settings:Client tab
- Enable ‘Warm Transfers’ under ‘Transfer/Conference Settings
- Create a distribution program of the type ‘Dial-IQ: Warm Transfer’.
This type of distribution program determines agent eligibility at the moment a warm transfer is initiated. The actual lead distribution occurs manually, as the agent selects and transfers the call to another agent. The settings configured for a Dial-IQ Warm Transfer distribution program define which agents are eligible and will appear in the list of available agents when a warm transfer is being made.
Three methods of Dial-IQ Warm transfer
- Select User by Distribution – The call will be automatically transferred to the next eligible and available agent according to the routing rules in the distribution program.
- Select User Manually – This method gives a list of available Dial-IQ agents from which the agent can select the person to whom he want to transfer the call.
- Enter Phone Number – This method allows the agent to input an external phone number to transfer the call to.
Completing a Warm Transfer
Once a warm transfer is initiated, the steps to complete the transfer process are the same regardless of the method of warm transfer selected (by distribution, manually, or by external phone number).
- Once the transfer method is selected, the lead is placed on hold
- Connect to the agent to take the transfer. Agent status bar will be green which indicate the agent is connected. We have 3 options here
- Conference in the lead so all three parties are on the call.
- Place the agent on hold. This would reconnect you to the lead, allowing just you and the lead to speak again
- Disconnect from the agent.
- Click the ‘Complete Transfer’ button to finish the warm transfer process to disconnect from the call. The transferred agent will remain connected to the lead.
To learn more, click LeadManager Feature Overviews
