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If you're using the legacy Dialer Agent Interface, refer to the legacy Call Transfers & Conferences article.

Agents in the CommPeak Dialer have several call transfer options during predictive dialing calls.

Agents can do the following:

• Transfer the call to another agent extension

• Create a conference by dialing additional phone numbers and including them into the call

• Create a 3-way conversation with a specific agent extension or agent queue.

Call Transfer

Transfer an active call with a lead from the call panel located in the top-left section of your Agent Workspace.

1. In the call panel, click Transfer.

   

2. Select an agent's name or extension from the drop-down list.

   

3. Once the agent answers, the call will be transferred.

Conference Call

To start a conference call with a third party:

1. In the call panel, click Conference.

   

2. Select Enter number for conference call.

   

3. Enter the phone number and click the green Dial button.

   

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NOTE

• You can also use your keyboard for entering numbers
• The widget is draggable and can be placed anywhere on your screen:

4. Once the third party answers, the conference call will begin.

Use the controls at the bottom to do the following:

• Put yourself on mute
• Change volume
• Hang up (finish the call for all participants)
• Add participants
• Leave the conference.

3-Way

To create a 3-way conversation (connect another agent or manager to the call):

1. In the call panel, click Conference.

   

2. Scroll down to the 3-Way section and select an agent's name or extension.

   

3. The agent will be connected to the call.