Warm transfer using 3cx webclient

[controlshift]

Hi,

Our current setup is to use physical phones (Yealink T46X) and 3cx Windows client.

We are moving to a solution where everyone hotdesks using 3cx webclient.

We have been successful in setting up the ability to warm transfer (not attended transfer) by setting a value inside the Yealink template called "transfer_on_conference_call_hangup" to "1" rather than "0" and by setting their default mode of transfer to "Attended Transfer"

What this means is;

1. Customer calls in
2. "Customer service agent" talks to "customer"
3. "Customer service agent" presses "transfer" and connects to "Finance Specialist"
4. "Customer service agent" discusses application with "Finance Specialist" whilst customer is put on hold
5. "Customer service agent" presses transfer and then all 3 parties are connected in the call "Customer Service agent/Finance Specialist/Customer"
6. "Customer service agent" introduces customer to "Finance Specialist"
7. "Customer service agent" hangs up and then "Customer" and "Finance Specialist" are left to talk

This warm transfer is essential to our process however the "Attended Transfer" method nor the "Conference" allow this to be done using the web client.

Testing the conference call created issues such as in step 7 above, if the "Finance Specialist" were to hang up on the customer, the call would still stay active on the "Customer" end.

I have seen a few posts regarding this "Warm Transfer" ability. Are we missing something? It works perfectly using physical Yealink phones.

Essentially what we are after is a "Barge in" after the "Customer Service agent" transfers the call to the "Finance Specialist"

 

[JohnS_3CX]

Hello @controlshift

This is not officially a feature, but should be doable without any modifications or special config using this method:

1. You can transfer the customer in a conference room to 700 * * 100 (where 100 is your own ext). They are now sitting in your own extension's private conference room.
2. You can now call the finance specialist, and then transfer them to the conference room like above
3. You can then join the conference room yourself by dialling 700 * * 100
4. Once introductions are done, you can hang up, and they will continue to occupy your conference room.
5. The customer and finance specialist are now in a conference room together, they can both hang up when done.

Limitation: you only have a single conference room that belongs to your extension, unless they hang up you can't do it again for another caller otherwise the other caller will end up in the same room as the ongoing conference.

 

[controlshift]

Hello @controlshift

This is not officially a feature, but should be doable without any modifications or special config using this method:

1. You can transfer the customer in a conference room to 700 * * 100 (where 100 is your own ext). They are now sitting in your own extension's private conference room.
2. You can now call the finance specialist, and then transfer them to the conference room like above
3. You can then join the conference room yourself by dialling 700 * * 100
4. Once introductions are done, you can hang up, and they will continue to occupy your conference room.
5. The customer and finance specialist are now in a conference room together, they can both hang up when done.

Limitation: you only have a single conference room that belongs to your extension, unless they hang up you can't do it again for another caller otherwise the other caller will end up in the same room as the ongoing conference.

Hi John,

Thanks for your in depth response. Unfortunately this solution will not work for us as our customer service operators take on a high volume of calls.

This would also be contingent on the customer to hang up at the end of the call as well as the finance specialist which would not fulfil our requirements.

Thanks again and hopefully there is another way.

 

[controlshift]

Just a quick note to see if anyone else has a solution to this?