In a previous post, I talked about call transfers in the contact center. I am going to expand on this topic, and am going to discuss the types of transfers that can be done in the Q-Suite. These types are a little different than the other ones and describe a bit more about the destination target of the transfer.
When setting up your transfer targets, you can choose from the following types:
- Outside Number – Here you will need hardcode the external phone number and select the desired trunk that you wish to use to handle this external transfer.
- Queue – With this option selected, you are presented with a dropdown containing the list of available contact center queues that you can designate as the target for this transfer.
- PBX Extension/DID – Choosing this option will open up a dropdown of all relevant DIDs and PBX extensions for you to select.
- Agent Specified Number – As this type will require the agent to type in the phone number manually, the only other configuration option you have will be the trunk you wish the transfer to use.
- Play Sound File – Perhaps you need a transfer destination that will play a desired audio file and then will terminate the call. You can choose this option which then allows you to pick a previously uploaded audio file from a dropdown.
It is important to note that these options can all be configured to be one of the 3 types mentioned in the previous post, ie. Blind, Conference, or Consultative.
With the vast multitude of transfer options available, your center should have no issues implementing a desired structure for transferring calls.