Hi, Community.
We're in the process of upgrading all our windows clients to version 20 and found that transferring calls seems very convoluted, or doesn't work as expected. For example when the agent selects 'Transfer' and then types the name of the agent they want to transfer the call to, it blindly transfers them to that agent, rather than allowing the agent to speak with the other agent first before transferring the call.
I figured out that if the agents need to speak with one another first before transferring the call, they have to put the caller on hold, then call the agent, have the conversation, then end the internal call, then blindly transfer the caller.
This seems like a very long winded way of doing the same thing that you could natively do in version 18.
Can anyone confirm the official way to transfer a call, not blindly transferring the caller on version 20?
Thank you,
James Stoner
We're in the process of upgrading all our windows clients to version 20 and found that transferring calls seems very convoluted, or doesn't work as expected. For example when the agent selects 'Transfer' and then types the name of the agent they want to transfer the call to, it blindly transfers them to that agent, rather than allowing the agent to speak with the other agent first before transferring the call.
I figured out that if the agents need to speak with one another first before transferring the call, they have to put the caller on hold, then call the agent, have the conversation, then end the internal call, then blindly transfer the caller.
This seems like a very long winded way of doing the same thing that you could natively do in version 18.
Can anyone confirm the official way to transfer a call, not blindly transferring the caller on version 20?
Thank you,
James Stoner
