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Qubicles Agent - Call Transfer (X-fer or Conf)

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Using the Qubicles agent interface, Qubicles agents are able to perform numerous variations of both internal and external call transfers.

  • External (Out to an external phone number)
  • Internal (To an internal Qubicles ACD queue or Direct to another Qubicles Agent)

The following variations of call transfers are supported both internally as well externally.

  • Blind Transfer (Blind X-fer): This option will end the call for the original agent and blindly transfer the call to a third party.
  • Warm Transfer (Warm X-fer): This option will create a 3way or conference with all three parties. Both the original agent and the customer will hear the third parties phone ring and hear the third party answer and say hello.
  • Hold and Conference (Park & Dial): This option will place the customer on hold, allowing the agent to contact the third party, and speak with the third party before allowing the customer to join the 3way conversation. This option can also be used to keep the customer on hold, allowing the agent to have a conversation with the third party and disconnecting with the third party before going back to the customer and continuing their conversation.

To perform a transfer select 'X-fer or Conf' while on a connected call to gain access to the transfer options.

 

Once a call transfer is initiated and the third party is connected, the agent will have access to several options for managing/controlling the interaction.

Park 3rd Party: Keep the conference connected, but place the third party on hold while continuing the conversation with the first party (Customer/caller/lead).

Hangup 3rd Party: Disconnect the third party from the conversation completely while continuing the conversation with the first party (Customer/caller/lead).

Hangup Both: End the conversation for all parties. The agent will disposition the call and move on to the next interaction.

Hangup 1st Party: Disconnect the original call completely and continue the conversation with the third party

Leave 3-way: Disconnect and end the call for the original agent but leaving the customer (First party) connected with the third party to continue their conversation.The original agent will disposition the call and move on to the next interaction.

 

External Transfer Procedures

 

Blind X-fer:

  1. While on a connected call select X-fer or Conf to access the transfer options.         
  2. In the slot provided, enter the phone number you would like to transfer to.       
  3. Select Blind X-fer to transfer the customer to the specified number and disconnect. 

Warm X-fer: 

  1. While on a connected call select X-fer or Conf to access the transfer options.         
  2. In the slot provided, enter the phone number you would like to transfer to.       
  3. Select Warm X-fer to initiate the 3way/conference.                                   
  4. Once the conference is connected, you have a few options to manage the interaction

    • Park 3rd Party:

    • Hangup 3rd Party:

    • Hangup Both:

    • Hangup 1st Party: 

    • Leave 3-way:

  5. To place the first party on hold after connecting to the conference/3way, select Place on Hold in the Actions panel. Use the Park 3rd party option to place the 3rd party on hold.                                                                                         
  6. If you opt to place one of the parties on hold (Park), use the Grab Parked Call option in the Actions panel to bring the 3rd party back into the conversation.                                 

 

Park & Dial:

  1. While on a connected call select X-fer or Conf to access the transfer options.         
  2. In the slot provided, enter the phone number you would like to transfer to.       
  3. Select Park & Dial to automatically place the 1st Party on hold and dial the specified phone number.                                                                                                               
    • Upon doing so you have the ability bring the first party into the conversation using the Grab Parked Call option in the Actions panel.                                                       
  4. During the conference, the same options are available for managing the interaction.

    • Park 3rd Party:

    • Hangup 3rd Party:

    • Hangup Both:

    • Hangup 1st Party: 

    • Leave 3-way:

 

 Internal Transfer Procedures

 

Blind X-fer to a Qubicles ACD Queue:

 

  1. While on a connected call select X-fer or Conf to access the transfer options.         
  2. In the transfer queue drop-down, select the ACD queue you would like to transfer the call to. The transfer queues allowed by the administrator will be available in this drop-down.
  3. Once you have the desired queue selected, select X-fer to Queue to blindly transfer the call to the selected ACD Queue.                                            

 

Warm X-fer to a Qubicles ACD Queue:

 

  1. While on a connected call select X-fer or Conf to access the transfer options.         
  2. Select the Internal Warm X-fer checkbox.       
  3. In the transfer queue drop-down, select the ACD queue you would like to transfer the call to. The transfer queues allowed by the administrator will be available in this drop-down.
  4. Select Warm X-fer to initiate the 3way.                                                      
  5. During the conference, the same options are available for managing the interaction.

    • Park 3rd Party:

    • Hangup 3rd Party:

    • Hangup Both:

    • Hangup 1st Party: 

    • Leave 3-way:

 

Blind X-fer directly to Another Qubicles Agent:

 

  1. While on a connected call select X-fer or Conf to access the transfer options.         
  2. In the Transfer queue drop-down, select the Agent Transfer Queue to display the available agents you can transfer the call to.                               
  3. After selecting the desired agent, the system automatically applies this agent's numeric ID as the transfer destination.                                                     
  4. select X-fer to Queue to blindly transfer the call to the selected agent.                                                

 

Warm X-fer directly to Another Qubicles Agent

 

  1. While on a connected call select X-fer or Conf to access the transfer options.         
  2. Select the Internal Warm X-fer checkbox.       
  3. In the Transfer queue drop-down, select the Agent Transfer Queue to display the available agents you can transfer the call to.                              
  4. After selecting the desired agent, the system automatically apply this agent's numeric ID as the transfer destination.                                
  5. Select Warm X-fer to initiate the 3way.                                                      
  6. During the conference, the same options are available for managing the interaction.

    • Park 3rd Party:

    • Hangup 3rd Party:

    • Hangup Both:

    • Hangup 1st Party: 

    • Leave 3-way: