Transferring calls

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8 Comments

  • Montana Steele

    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 @... 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? 
    2
  • 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

    2
  • Michelle Kastning

    Hi, We are having trouble transferring calls to people outside of Support but in Zendesk through Sell. Is there a way to transfer calls to those groups of people 

    1
  • Adrian Bishop

    Why can't we consult when transferring to a group?

    1. We like to consult, it is polite and good etiquette.

    2. If they don't answer, call may be abandoned when we could potentially try someone else.

    This is poor functionality. 

    1
  • Rob

    Is there going to be an option to 'cold transfer' added? Consulting is good, but if a customer needs to leave a message for a teammate who is not at their phone right now it's a weird process. You have to initiate transferring to the line, waiting for the voicemail to pick up, going back to the customer, and transferring them hopefully before the voicemail message starts recording. If we can just cold transfer that would be great.

    Also, the search for numbers function is slow and does not update quick enough. Example: A co-worker ends a call and marks themselves as available. I receive a call from a customer requesting to transfer to my co-worker. I cannot transfer right away because the system still shows them as 'away', and doesn't update for up to a few minutes. By that time another call has come in that the co-worker needs to take. Very frustrating.

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Rob, I don't know of any current plans to add this functionality, but I encourage you to add this to our feedback page for voice. This gives the product team valuable feedback and allows other customers to vote for it. Thanks!

    0
  • Dekbi
    Zendesk Customer Care
    Hi Atul,
     
    Transferring a call during an outbound conversation is possible. You just need to make sure that you have at least a Talk Team plan or higher for you to be able to transfer the calls.
     
    If you still need further assistance, you may raise a ticket using the steps in our documentation Contacting Zendesk Customer Support so we can assist you further.
     
    Have a great day!
    0
  • Joshua Bentley

    Our transfer interface does not match the described process and screenshots. Here are a few examples:

    1. We have two Jane's on the team, but only one shows up when we type Jane in the search. We MUST type out the full name.
    2. When we need to transfer to a different group, we can start typing the name of the group and the name of the group appears, shows us how many agents are "online" (anything not Offline counts as "online" apparently), but we do not see any members of that group to transfer to.
    3. We are unable to do blind transfers to an individual. Our use case: We use Slack to notify each other when a call needs to get transferred so we don't have a need to do a warm transfer for every call. 

    Is there something in our settings that may be affecting this?

    0

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