Transferred calls

Discussion in 'CRM / Helpdesk / App Integration' started by Michelle Moore, Feb 7, 2018.

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  1. Michelle Moore

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    Is it possible to count transferred calls on the wallboard totals, and also for the originating phone number to be passed to Microsoft Dynamics CRM rather than the extension that transferred the call.
     
  2. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Hello @Michelle Moore,

    If you're making an attended transfer, then the destination of the transfer will see the internal extension that transferred the call as the origin. On the other hand, if you make a blind transfer, then the destination will see the originating phone number as the origin of the call. This is because how the attended transfer works:
    - External number A calls internal extension B.
    - B makes an attended transfer to C. Then B and C talk. C sees B as the origin of this call...
    - B finally transfers the call, so A and C are connected. But when 3CXPhone received the call, the origin was B and not A. This is why you will see B as the origin if you did an attended transfer.

    Kind regards.
    Ernesto.
     
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  3. Michelle Moore

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    Ok I understand. Is there a different process that could be used for transferring the call then so that the originating number is preserved? Perhaps B putting the caller (A) on hold and then calling C to announce the call, then blind transferring A to C? It's not ideal by any means but we are losing important call information when the call is answered by a receptionist first and then transferred to the relevant sales person.
     
  4. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Yes, that could be an option, calling the sales person to announce the caller, and then instead of making an attended transfer, hang up to the sales person, get back the original caller from the hold, and make a blind transfer. That will do what you need.
     
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