Transferring calls (Talk Team, Professional, and Enterprise)

Have more questions? Submit a request

22 Comments

  • Rachel Seeman
    Comment actions Permalink

    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. 

    2
  • Nicole - Community Manager
    Comment actions Permalink

    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?

    0
  • Christine DeVille
    Comment actions Permalink

    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. 

    5
  • Jupete Manitas
    Comment actions Permalink

    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
    Comment actions Permalink

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

     

    0
  • Brett - Community Manager
    Comment actions Permalink

    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
    Comment actions Permalink

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

    1
  • Teri Hines
    Comment actions Permalink

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

     

    0
  • Brett - Community Manager
    Comment actions Permalink

    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
    Comment actions Permalink

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

    1
  • Tracy Scobba
    Comment actions Permalink

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

    0
  • Rob Stack
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
  • Info
    Comment actions Permalink

    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

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Chirayu Shah
    Comment actions Permalink

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

     

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Chirayu Shah
    Comment actions Permalink

    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!

     

    0
  • Heather Rommel
    Comment actions Permalink

    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.

     

    0

Please sign in to leave a comment.

Powered by Zendesk