The agent can transfer a call to another agent or to a specialist. A warm transfer allows the agent to talk to the person s/he wants to transfer the call to, whilst the caller listens to music, before transferring the call. When clicking on the transfer’ button a dial pad will appear, the agent can select a queue from the ‘Warm tab or enter an extension number, then brief the other agent or specialist before transferring the ‘queues’ call. Note: the queues tab in the contact centre (above) will indicate how many agents are logged into a queue and how many agents are free to take calls. The transfer hangs up the agent’s phone and leaves them in up’ status but doesn’t end the interaction ‘wrap (which they will need to do quickly to allow the receiving staff member to continue with the ticket) Note/Warning: It is possible to open multiple dial pads within CRM by clicking on the pad’ or transfer’ button screen ‘dial ‘warm – flicker or blinkage may alert you to this. If this occurs close all dial pads and reopen the required one using either the pad’ or transfer’ button. ‘dial ‘warm LOGGING OFF In the top left corner click file > Exit. –
The agent can transfer a call to another agent or to a specialist. A warm transfer allows the agent to talk to the person s/he wants to transfer the call to, whilst the caller listens to music, before transferring the call. When clicking on the ‘Warm transfer’ button a dial pad will appear, the agent can select a queue from the ‘queues’ tab or enter an extension number, then brief the other agent or specialist before transferring the call. Note: the queues tab in the contact centre (above) will indicate how many agents are logged into a queue and how many agents are free to take calls. The transfer hangs up the agent’s phone and leaves them in ‘wrap up’ status but doesn’t end the interaction (which they will need to do quickly to allow the receiving staff member to continue with the ticket) Note/Warning: It is possible to open multiple dial pads within CRM by clicking on the ‘dial pad’ or ‘warm transfer’ button – screen flicker or blinkage may alert you to this. If this occurs close all dial pads and reopen the required one using either the ‘dial pad’ or ‘warm transfer’ button. LOGGING OFF In the top left corner – click file > Exit.
iTeamLoggingonSAPContactCentre_CRM.docx