Financial Services Creatio, customer journey edition
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This documentation is valid for Creatio version 7.16.0. We recommend using the newest version of Creatio documentation.

Transferring calls to another number

While you are on a call, you can transfer the call to another phone number. When using the Avaya, Webitel, Oktell, Finesse, TAPI, Infinity and Asterisk connectors, blind (unconditional) transfer is available for all calls.

Note

To enable blind transfer, select the [Use blind transfer] checkbox in the user profile.

To transfer the call to another agent without interrupting the call:

1.Click the btn_cti_transfer_new.png button on the call panel. An additional field will be displayed. Use this field to enter the phone number that you want to transfer the call to. Also, the calls history will become available on the tab. Use it to transfer the call to a subscriber that you recently contacted.

2.Enter the phone number or select the needed subscriber from the calls history and click the call button (Fig. 1). You can also find the needed subscriber by name.

Fig. 1 Dialing when transferring the call

scr_cti_call_transfer_input_number.png 

3.The call will be put on hold, and the system will start establishing the connection with the subscriber whom you transfer the call to. The information about subscribers will be displayed on the call panel (Fig. 2).

Fig. 2 Connecting to another subscriber when transferring the call

scr_cti_call_transfer_transfering.png 

4.To quickly transfer the call, put down the phone, so both subscribers will be connected, and you will be disconnected from the conversation.

5.To make an attended transfer, wait for the connection with the subscriber whom you transfer the call to. In case if the connection is successful, the call panel will display additional buttons used to finish the transfer or to cancel it (Fig. 3).

Fig. 3 Conversation with a subscriber while transferring the call

scr_cti_call_transfer_answer.png 

See also

Outgoing call

Incoming call

Subscriber identification

Conversation mode

Putting calls on hold

Video calls

Calls history

Call recording and playback

Agent status menu

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