Transferring calls

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35 Comments

  • Ben Van Iten
    Zendesk Community Team

    Hi Bthomas,

    If a call gets transferred to a different group, that fact alone cannot be utilized in a view as it sounds like you are very much aware. We would recommend having the new agent take the ticket so that the new group is recognized. You could also have a custom field in your account to reflect this but changing the assignee is the easiest workaround.

    I hope this was helpful!

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  • Elizabeth

    Is it possible to transfer a call to an external number if I'm forwarding calls to my cell phone?

    We regularly need to conduct warm transfers to an external phone number, and only have 1-2 agents answering phones at a time. If I'm the agent on duty and answer a call on my cell phone, can I transfer the caller to our external partner, or am I out of luck?

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  • Brett Bowser
    Zendesk Community Team

    Hey Elizabeth,

    AFAIK you wouldn't be able to do a transfer from your cell phone but that could also depend on your device. The only information I could find is around call forwarding on your cell phone but again the instructions would vary based on your device.

    Let me know if you have any other questions!

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  • Montana

    hi, i'd love to source a creative solution to a Transfer to Group issue we're having. this issue is taking place between transferring from our subscription team to our gen support team. 

    1. customer calls in to subscription team with a gen support question
    2. sub team transfers call to the gen support phone group
    3. open inbound call ticket stays in the sub team view, which isn't great, as Bthomas has posted about
    4. IF an agent picks up, the ticket transfers to the support group and that's great
    5. HOWEVER and this is where we are seeing a consistent problem - our gen support queues are super busy. so, what we see happening a lot of the time, is the customer ends up abandoning the call after waiting in queue for a little while, so the ticket never transfers to gen support. it returns to the sub team view as an open ticket, that now has a completed call appended to it. it's impossible to know when the ticket will finally update with the completed call, because it's dependent on when the customer abandons. I'm trying to find a creative solution for taking the burden of these tickets off the sub team? 
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  • Misha Deo

    Hi. For our business, it is important that we can call conference with another party (3 way conversations) - eg. interpreters, carers etc.. Is there going to be some development on Talk to take into account this requirement?

    Thank you

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