How can I transfer call to another Call-Group?
Your agents can transfer an ongoing-call to different call-groups by pressing DTMF codes from their phone. The DTMF codes for transfering to other agents, call-groups are predefined and shared with your agents.
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In what ways can you customize the parameters of a Call Group?
Call Groups allow you to organize your agents and the calls as per business requirements. You can customize each one on the following parameters: Max-Wait time How annoying is calling a helpline only to meet the IVR that goes on and on and on... you ...
Can I transfer call to another agent?
No, We currently do not provide a way to transfer calls to other agents. We only allow calls to be transfered to other call-groups.
What is the difference between Incall Transfer & Warm Call transfer?
Incall Transfer has predefined agents set on extensions which can only be access by the agent through DTMF. The the max set of agents in the Incall Transfer is not more then 50 Where as In Warm transfer there are no limitation on number of agents. It ...
What are Call-Groups?
Call-Groups are the easiest way to categorize different Lines of Business and ensure that agents are segregated based on their strength as well as your business needs. If the maximum calls you receive seek support such that you need to allot a major ...