I would like to put in a request for a blind transfer, or the ability to complete a transfer without the calling being answered on the other end. The current transfer feature only allows an agent to complete a transfer when either 1) the call is answered or 2) the voicemail is hit.
My company works external vendors / businesses and there are times where we need to transfer the call to one of our external partners. We do not need to do a warm transfer and it does not make sense for one of our agents to remain on hold while waiting for the external party to answer.
Updated as of November 4, 2022
This is not currently a feature of Talk, but if you need this kind of set up, you could try the following.
Create a new number in your Talk instance and set the greetings to all be blank (see this link for a WAV 8khz 44100 MUlaw (all greetings should be in this format) file that is silence and a length of 50ms). Set the routing to be 'group routing' to the group you want to warm transfer to.
Steps to set greetings up:
1) Upload the silence file as an Available Agents greeting
Make sure to set a wait greeting that matches your brand, that way when the agent hears it they do not have any confusion.
2) Create an end user using the above number as an identity and name the End User accordingly - for this example we will call the end user 'Billing Group - Cold Transfer' so agent know its different to the regular warm transfer.
3) the agents you want to take these calls would be in the 'Billing' group as normal, be aware that this will add to your queue size / wait time so ensure that you have enough agents to service these queues so customers are not waiting an inordinate amount of time to have their call answered.
4) This work around will incur extra costs, as an inbound call happens... then an outbound and then inbound while the customer waits on the call to be answered. You should test this to ensure you are happy with the extra cost before implementing in your business.
There would be an additional phone number charge also if you decide to implement this workaround. Be sure to test everything to ensure you are happy with the way it works (both cost and functionality) before using this in a production environment at your company.
This is a workaround, if we implement warm transfer to group as a feature we will be sure to announce it here so everyone is aware.
So is this issue still not in the pipeline? For me it's strange that you don't prioritize a basic feature like this. All other solutions out there have this feature.
Nicole - I see that you have requested use case information. Here is our situation . . .
Our contact center is a branch off a partner's IVR. Callers dial into the main IVR (totally separate phone system from us, located in a different city), and callers only come to our contact center if they press certain menu options. We often get calls which need to go back to our partner 's contact center (external numbers) or calls where we can help the customer for part of their problem, and they need to be transferred back to our partner's contact center (external numbers).
As things are now, we are having to pay for any wait times callers have at any of partner contact centers, and this can be considerable.
Let me please add that we view transferring as part of our customer service - we help students get to where/who they need. Now we will have to change this practice to avoid costs and recording issues.
We are now brainstorming workarounds; blind transfer would be great!
We have two internal teams (who are not in Zendesk) that have requested that we blind transfer calls to them so they can triage from their main line, rather than try to do a facilitated transfer directly to particular folks on their teams. It would be great to have this functionality.
Whilst Zentalk gives us improved functionality compared with our previous telephony solution, our customer service teams are now offering our customers an inferior service to previously when we need to transfer a call to one of our many (approx 50) non customer service colleagues who are not on zentalk.
Our customers don't always dial into our business using the appropriate number, necessitating a transfer.
Our reception is manned only part time, so diverting back to reception to transfer is not always an option. doing so just adds in another touchpoint, one of the issues Zen and ourselves would want to see minimised.
We do need to transfer callers to other departments - but now having to rely on colleagues to either answer or have voicemail switched on / divert to voicemail is unreliable.
Even if they had voicemail on, this trips in only after 30 seconds, so we waste 30 valuable customer service seconds acting as a switchboard waiting for the call ti be picked-up.
This lack of basic functionality is a real issue for our agents, colleagues and customers alike so please prioritise building in the required functionality.
Please help! Thank you
Please create a blind transfer option! It would be so helpful. We could really use it.
Also, please create the option for extension numbers
I agree, this is a significant stumbling block for using ZenDesk Talk. Our agents are having to wait on the phone for considerable amount of time for the transfer to be answered and this is wasting the agents time.
ZenDesk, can this please be added to your Dev Roadmap!!
When can I expect to get a response?
Yes, when can we have a response?
I agree with the above, this is a real issue for many customers and it would be good to know that its being investigated at least.
I would second this, wholeheartedly! The inability to blind transfer has been a real problem since we implemented in late October : (
And still, no blind transfer. sigh
I'm new to Talk . . . frankly, I'm so surprised that blind transfer is not here!! Please help us with this.
Please create the blind transfer option so we are able to transfer incoming calls to End Users!! This is a major pain point for us. We need it!
Apparently, not enough people have asked for it yet, as this request was dated 2-1/2 years ago ... still waiting.
Yeah, still waiting. Could really use a blind transfer feature along with extensions.
Maybe zen would prefer us to have all our staff on zentalk, but that's not justifiable. I can't see why this basic functionality isn't part of what otherwise is pretty cool software. A significant flaw.
Hey Debbie -
We're continuing to accept feedback on this to see if it's something a significant number of customers have a need for, but haven't seen a large need for it as of yet.
The feedback that carries the most weight is detailed use cases, outlining why this functionality is needed and how frequently the need for it arises.
Everyone is welcome to continue to add their votes to the original post and share their detailed needs in the comments.
Maybe it help if we bring this up at Zendesk usergroup meetings as well? I've had another vendor reaching out to me recently . . . they've been pointing out this functionality as a reason to leave Zendesk Talk. Frankly, I'd rather stay, with the hope that Zendesk will be bringing us some of these important basics.
This is a big problem that can be solved with a basic function, please add it soon.
Still waiting for an update on this.
We have optimized on so many other parameters by switching to Zendesk Support, so it surprises me that this standard solution is not part of Zendesk Talk. Blind transfer is a necessity so our agents do not spend unnecessary time on transferring a call.
Please make it happen - the sooner the better.
This seems like a very normal feature to have with a phone support system. Please add this feature as many customers would like to see it.
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