Call Transfers

🔍 Overview of Call Transfers

Call transfers in call centers involve redirecting a customer's call from one agent to another to ensure effective assistance and resolution. This feature enables efficient allocation of resources and expertise, resulting in a seamless customer experience.

Call transfers can be done through the Dialer using two methods:

• ❄️ Cold Transfer: Transfers a call to another agent without the other agent speaking with the customer first.
• ☀️ Warm Transfer: Transfers a call while passing relevant information so the caller doesn’t have to repeat themselves.

⚙️ How to Transfer a Call (Inbound Calls)

1. Log in to Maqsam and click on the Dialer.

2. Set the Dialer status to Online and send or receive a call.

3. While on a call, click the Transfer button on the Dialer.

4. Select the agent to whom you want to transfer the call.

5. Click Transfer Call.

6. Select the transfer method: Cold or Warm.

7. For Warm transfers, wait for the other agent to answer and hand over the call.

8. Once the other agent is ready, hang up on your end.

📤 How to Transfer a Call (Outbound Calls)

1. Log in to Maqsam and click on the Dialer.

2. Set the Dialer status to Online and send or receive a call.

3. While on a call, click the Transfer button on the Dialer.

4. Select the agent to whom you want to transfer the call.

5. Click Transfer Call. Outbound calls can be transferred via Cold Transfers only.

6. Once the other agent is ready, hang up on your end.

➡️ How to Transfer Calls to Away Agents

1. Log in to Maqsam as an Admin and click on Settings.

2. Click Account Settings, go to the General tab, scroll down to Allow Call Transfer to Away Agents, and enable or disable the option.

3. Click Update to save your changes.