Call Transfers

Call Transfers

Call transfers in call centers involve redirecting a customer's call from one agent to another to ensure effective assistance and resolution of their needs. 


This feature enables the efficient allocation of resources and expertise, resulting in a seamless customer experience. Through proper training and communication systems, call centers strive to execute transfers smoothly, optimizing customer satisfaction and support delivery.


Call transfers can be done through the Dialer, as the agent has the option to transfer the call in two different ways:

  • ❄️ Cold Transfer: is when a call is transferred to another agent without a receptionist or another live agent first speaking with the customer.

  • ☀️ Warm Transfer: when one agent answers a call and then transfers the call to a different agent, but passes on any relevant information so that the caller doesn't have to repeat themselves.

📥 How to Transfer a Call (Inbound Calls)

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

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

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

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

Step 5: Click Transfer Call.

Step 6: Select the transfer method you want to use: Cold or Warm.

Step 7: In case of choosing Warm transfer, wait for the other agent or department to answer the call and hand it over.

Step 8: Once the other agent is ready to answer the call, hang up the call at your end.


📤 How to Transfer a Call (Outbound Calls)

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

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

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

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

Step 5: Click Transfer Call. Outbound calls can be transferred via cold transfers only

Step 6: Once the other agent is ready to answer the call, hang up the call at your end.


Notes

Note: In the case of selecting Cold Transfer, hang up after selecting the option.

➡️ How To Transfer Calls to Away Agents

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

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

Step 3: Click on "Update" to save your changes.


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