How do I transfer calls

There are two types of Transfers, Attended and Un-Attended. Please read below for the diferences

Quick Steps

1. While on the phone with customer, you can press the transfer button (This will place caller on hold)
2. Dial the desired extension or external number of the transfer recipient
   1. Option 1: You can press the "B Transfer" button on the screen or the physical transfer button (HERE) and this will immediately send the call to the transfer recipient and your done!
   2. Option 2: After you enter an extension or external number you can press the Send/Call button on screen, This will call the transfer recipient first so that you can speak with them first before connecting the caller. This is useful to screen calls before transferring to the recipient
      1. What if the transfer recipient doesn't wish to speak with the caller? In quick step 1, you placed the caller on hold and that is where they currently are, so you can simply end the call with the transfer recipient, resume your call with the caller and explain that the transfer recipient is currently unavailable and take a message
         1. A more "Advanced Trick": If the Transfer Recipient doesn't want to take the call and your not able or don't wish to take a message, you can resume the the call with the caller, explain that the transfer recipient is currently unavailable and if they want you can transfer them to the transfer recipients voicemail. 
         2. To do this simply perform "Option 1" and and for an extension number you will enter *99 +   [extension number]. For example for extension 106 I would enter *99106 then press b transfer and then the caller will be sent directly to the voicemail box for extension 106

IMPORTANT

Some customers never perform blind transfers or attended transfers and have asked us to remove that feature or customize how this process works. If the steps above don't work for you, then you may be one of those customers. In that case, send an email to Support@TheDCSGroup.net and will be more than happy to walk you through the proper steps or provide you with the necessary documentation.

Attended Transfer, AKA Warm Transfer

1. An existing customer calls your business looking for a specific query (US billing).
2. Your receptionist screens the call by answering it and identifying the customer’s needs.
3. The receptionist then puts the caller on hold and determines the best employee to help the customer (customer service or accountant in charge of US billing).
4. After iterating the query to the employee, the receptionist transfers the call to that employee.

Un-Attended Transfer, AKA Cold Transfer

1. An existing customer calls your business looking for a specific query (Tech Support).
2. Your receptionist screens the call by answering it and identifying the customer’s needs.
3. The receptionist then puts the caller on hold and since your company only has one IT Department with their own receptionist, the call will be transferred directly without the need for both receptionists to communicate with each other.