Call Transfers & Conferences

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

Click Transfer

In the call panel, click Transfer.

2

Select an agent

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

3

Complete the transfer

Once the agent answers, the call will be transferred.

Conference call

To start a conference call with a third party:

1

Click Conference

In the call panel, click Conference.

2

Select Enter number

Select Enter number for conference call.

3

Dial the number

Enter the phone number and click the green Dial button.

📘

NOTE

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

4

Start the conference

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

Click Conference

In the call panel, click Conference.

2

Select an agent

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

3

Connect the agent

The agent will be connected to the call.