Transferring calls (Talk Team, Professional, and Enterprise)

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29 Comments

  • Rachel Seeman
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    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. 

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  • Nicole - Community Manager
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    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?

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  • Christine DeVille
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    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. 

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  • Jupete Manitas
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    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!

     

     

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

     

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  • Brett - Community Manager
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    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!

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

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

     

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

    1
  • Tracy Scobba
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    I think we're in the conference beta ... how do I know? 

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  • Rob Stack
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    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.

     

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  • Tracy Scobba
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    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.

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  • Rob Stack
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    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)

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  • Ron Rowan
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    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.

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  • Brett - Community Manager
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    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!

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  • Info
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    Hi,
    i would like that ALL calls will be forwarded to an external number if NO agent is online, how can i do that?

    Thanks

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  • Brett - Community Manager
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    Hi Info,

    It sounds like what you're looking for is the call overflow feature which you can find more information about here: Managing overflow calls and after-hours routing (Talk Professional and Enterprise)

    Overflow calls can be routed to an external number when all agents are offline so this should get you what you're looking for.

    Let me know if you have any other questions!

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  • Chirayu Shah
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    Hello, is there a way to transfer the call with the created ticket? I'm on Zendesk Enterprise. Thank you!

     

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  • Brett - Community Manager
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    Hi Chirayu,

    Just so we're both on the same page, can you confirm what you mean by transferring the call with the created ticket? The above steps will walk you through transferring the call through the Talk window. But you can't do anything from the ticket itself.

    Let me know if I'm misunderstanding your question.

    Thanks!

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  • Chirayu Shah
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    Hi Brett,

    Let me re-frame my question. Let's put ourselves in the situation to explain my use case. I'm receiving a customer's call and filling out the ticket with the form. I realise at some point that this call can be better serviced by Brett and I transfer the call to you. You would also need to see the ticket itself to get context about the problem. So, my question is do I need to assign the ticket to you while transferring the call or is there a way to get the ticket automatically get transferred to you?

    Thank you!

     

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  • Heather Rommel
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    Hi Chirayu Shah,

    We have that issue. We find that we have to assign the ticket to the person we're transferring the call to.  We use Private Comment first though, so that it doesn't trigger anything to the customer.

     

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  • Ethan
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    Hi Guys

    When transferring a call to another number, will the second number's setting be applied to the call after transferring?

    Let say, the first number that the call is received on, has the call recording enabled, but the second number that the call will be transferred to has the call recording disabled. In this case, will the recording be stopped after the transfer is done successfully?

     

    Thanks,

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  • Brandon Tidd
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    Hi Ehsan,

    It's been our experience that the call recording will continue into the second line, but I'm not sure we've ever tried to connect to a line that specifically has it disabled.  Though to be sure, you may want to place a test call and confirm the behavior.  As they say: When in doubt, test it out!  Hope this helps.

    Brandon

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  • Ethan
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    Hi Brandon

    Thank you for your comments. The point is now we have one number and I want to see if this works then we add the second number. The only reason we want to use this solution is for the cases that our customer don't agree with the call recording, and we want to have 2 numbers to transfer the call to the second number in which the recording is disabled.

    Other than this I'm not sure if there are other possible ways to stop the recording for specific calls?

     

    Ehsan

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  • Brandon Tidd
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    Ahh, I see. Yes this is possible! The following article has instructions how: https://support.zendesk.com/hc/en-us/articles/213857708

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  • Ethan
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    Hi Brandon

    Thank you very much for your help.
    I don't know why I never noticed this function though I've checked the settings many times!!

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  • Chad Susa
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    Hi All

    With the current 'warm transfer' feature:

    "When you transfer a call directly to an agent, you can consult with the other agent before handing off the call". Surprisingly, this is also possible when transferring to external numbers....but not to groups.

    Are there currently any options to have the same functionality when transferring to a Group?

    Eg: Agent receives a call, they triage the call and need to transfer to another group. If they search and select another group for transfer, currently the call is handed off WITHOUT a 'warm transfer' and an agent to agent consultation doesn't take place. This obviously negatively affects the customer experience.

    I understand that agent to group transfer puts the call into a queue, however, it would be great if the transferring agent can wait on the call until it's assigned/transferred to an agent in the receiving group. That way, they can cancel the transfer if a group agent doesn't pick up in a timeframe that is suitable....they can then also consult with the receiving agent before hand off.

    Are there any workarounds or suggestions on how to handle this? Or, will Zendesk be thinking about adding this functionality in the future...hopefully very near future (if we all survive Covid 19 that is :)

    Many thanks

    Chad

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  • Brandon Tidd
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    Hi Chad,

    Funny you should mention this, as my company is currently dealing with the exact same concern.

    While there is no native solution to this issue (and no plans to incorporate this in the future, as far as I know)... we did come up with a couple of viable workarounds that seem to be addressing our immediate needs.

    1) Ask the caller to hold and then leverage the external transfer feature call your own support number, hold for connection to the proper department and then transfer the call.  You may get a duplicate ticket but at least you'll be able to provide a warm transfer.

    2) Ask the caller to hold and then key in a few names of people in the department you're trying to reach.  If they are a green dot, you would be able to initiate a warm transfer directly to their seat, bypassing the group queue.

    While I realize neither of these are ideal, the original concept behind group transfers in Zendesk's world was really more (I believe) to be inter-departmental (sales > support) where a warm transfer wouldn't be relevant.

    You might also consider cross-posting this in the Talk Product Feedback section of the Zendesk Community.

    Hope this information is helpful!

    Brandon

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