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 is decided by how many custmer is taking Call centre User licence. In Warm Transfer agent take other agents through web interface and internet is required where as Incall transfer do not required Internet at agent end. In Incall Transfer there is No hold music while the call is getting transferred, but in WT we a hold music to gracefully transfer the call to the other agent. In ICT & WT both even if the transfer initiator drops the call, the call still continues with agent 2. # In ICT we can have multiple transfers, but in WT we can only have 1 agent transfer.
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Will the call logs show the trasnfer details in case of InCall Transfer , Warm Transfer and Conference in Call centre solution?
In our Standard SR call logs, this information is not shown however we can provide these in custom reports.
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In-Call Transfer
To give your business a professional makeover, try our In-call Transfer. Be it a customer problem, repeat callers or wrong department, you can simply transfer an ongoing call to the right agent/department without allowing the device to ring.
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.