Transferring calls (Talk Team, Professional, and Enterprise)

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16 Comments

  • Rachel Seeman

    This transferring call feature is useful, however is there a way to configure warm transfers? By warm transfer, I mean having the capability of having all three parties on the line before fully transferring the original caller to the third party. 

    1
  • Nicole - Community Manager

    Hi Rachel -

    Can you clarify what you mean by "configuring" warm transfers? When transferring to an agent or external number, you simply stay on the line to consult with them before completing the transfer. What are you looking to configure?

    1
  • Christine DeVille

    How do you keep the agent receiving the transferred call to NOT get the next call in queue?  If there are calls in queue, the next available holding call will ring before the transferred call. 

    3
  • Jupete Manitas

    Hi Christine,

    Unfortunately, at this time there is no specific feature yet to make the transferred call like be prioritized before the normal calls from the queue comes in. Once the agent is online, whichever comes first calls will come in. This is already a Talk product feedback and I encourage you to add or vote for this. Please see this link https://support.zendesk.com/hc/en-us/community/posts/115009624988-Call-Transfer-Blind- 

    My apologies for the limitation here. 

    Thanks!

     

     

    0
  • Ben Lebeau

    How can we call another skill group without having to automatically cold transfer?

     

    0
  • Brett - Community Manager

    Hi Ben,

    Can you clarify what you're trying to set up on your end in regards to transferring calls? Are you attempting to send the call to a specific group if an agent picks up?

    Any additional information you can provide is greatly appreciated!

    0
  • Corey Ellis

    Is there a way to do a warm transfer if the call was forwarded to one of our mobile phones?

    0
  • Teri Hines

    +1 Rachel Seeman's question:  Can two agents be speaking with the customer at the same time?

     

    0
  • Brett - Community Manager

    Hi Teri,

    We do have an feature in beta that would allow for multiple agents to speak with a customer at the same time. You can view a list of available betas here: Current and upcoming Zendesk betas

    What you're looking for is our Zendesk Talk Conference Calls beta. To sign up for the beta you can click here.

    Hope this helps!

    2
  • Brandon Fields

    Brett - I see the Beta is closed. Nay idea on when this feature will be available. I am desperate!

    1
  • Tracy Scobba

    I think we're in the conference beta ... how do I know? 

    0
  • Rob Stack

    Hi Tracy, if you have previously signed up for the Beta, you should see see an option to "Add to call" when you click the Transfer button during a call. If you are in any doubt, you can drop Support an email to confirm.

     

    0
  • Tracy Scobba

    Thanks, Rob! We did have it, but we recently changed our sub-domain. I suspect that booted us from the beta. I have a ticket open with Support now.

    0
  • Rob Stack

    Hi all, thanks for all the questions and for your patience. I wanted to let you know that as of today, call conferencing is now available for everyone on Talk Professional or Enterprise. For more information, see Adding an agent to a conference call (Talk Professional and Enterprise)

    0
  • Ron Rowan

    Hi all,

    How would I set-up the ability for my tier 1 reps to transfer to the tier 2 reps (escalated calls) without opening up the tier 2 reps to fielding calls from the general queue?

    It appears that there are only three work states, Offline, Away and Online.  Offline and Away status don't allow the receipt of transferred calls, Online does but will also open up the tier 2 rep to normal calls.  Advice or instructions would be appreciated.

    0
  • Brett - Community Manager

    Hey Ron,

    You should be able to use Group routing so that that only calls are routed to your Tier 1 group. More information in the following article: Routing incoming calls to groups of agents (Talk Team, Professional, and Enterprise)

    Your Tier 2 agents will want to make sure they set themselves to available in Talk but they shouldn't receive any calls from the general queue as long as they're not part of the same group as your Tier 1 agents.

    Let me know if the above doesn't make sense.

    Cheers!

    0

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