Difference between revisions of "Transfer from Agent Screen to Another Agent Screen - Direct"

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(→‎Do It!)
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== Do It! ==
  
== Do It! ==
 
* Procedure to SEND a call to another LOGGED IN agent
  
* Procedure to SEND a call to another LOGGED IN agent
−
#Obviously, you must have a LIVE caller on your screen!
 +
# Obviously, you must have a LIVE caller on your screen!
−
#:[[File:VicidialLeftPaneDuringLiveCall.JPG]]
 +
#: [[File:VicidialLeftPaneDuringLiveCall.JPG]]
−
# Optionally press "Park Call" if you want to consult with the receiving agent privately before bringing the customer into the conversation during a Warm Transfer.
 +
# Press "TRANSFER-CONF"
−
#Press "TRANSFER-CONF"
 +
#: [[File:VicidialTransferConferencePaneBuild121222-235.jpg]]
−
#:[[File:VicidialTransferConferencePaneBuild121222-235.jpg]]
 +
# Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from the "Dropdown" (which lists closer groups available)
−
#Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from the "Dropdown" (which lists closer groups available)
 +
# In "Number to call" box enter the User Number (not the phone!!) of the agent to receive the call.
−
#In "Number to call" box enter the User Number (not the phone!!) of the agent to receive the call.
  
 
#* Depending on your version, you may press the "AGENTS" link and click on an agent instead of manually entering the number.
  
#* Depending on your version, you may press the "AGENTS" link and click on an agent instead of manually entering the number.
 
#: [[File:AvailableAgentsTransferListBuild121222-2315.JPG]]
  
#: [[File:AvailableAgentsTransferListBuild121222-2315.JPG]]
−
#Optionally check the box for "Consultative" if you want to stay in the conference with the client for a "Warm Transfer".
  
  +
=== No Warm Transfer to AGENTDIRECT - Older (2.4.X) Vicidial ===
⚫
#Press "Local Closer"
  
  +
[[File:LocalCloserButtonLocation.JPG]]
⚫
#Disposition and you are now ready to take more calls.
  
  ⚫
# Press "Local Closer"
  ⚫
# Disposition and you are now ready to take more calls.
  +
=== Warm Transfer to AGENTDIRECT available: Newer (2.6.X) Vicidial ===
  +
* I'm not sure exactly when this was modified, so it may be a later 2.4 or perhaps some time during 2.6.
  +
==== Blind Transfer ====
  +
# Press "Local Closer"
  +
# Disposition and you are now ready to take more calls.
  +
==== Warm Transfer ====
  +
[[File:ConsultativeCheckboxLocation.JPG]]
  +
# Check the box for "Consultative".
  +
# Press "Dial With Customer"
  +
# When ready, press "LEAVE 3-WAY CALL".
  +
# Disposition and you are now ready to take more calls.
  +
==== Warm Transfer, with Parked Customer ====
  +
# Check the box for "Consultative".
  +
# Press "Park Customer Dial"
  +
# When ready for customer to join, "Grab Parked Call"
  +
# When ready, press "LEAVE 3-WAY CALL".
  +
# Disposition and you are now ready to take more calls.

Revision as of 19:24, 30 March 2013

  • Transfer Between Agents with Agent Direct Ingroup
  • AKA AgentDirect Transfer

Purpose

  • Agent A is on a call with a Prospect or Client who needs to be talking to Agent B (the reason is not important).
  • Agent A knows the user number or name of Agent B (not the phone extension! user number or name!)
  • Screen information must transfer with Prospect or Client so Agent B may continue with the same lead record.

Admin Preparations

AGENTDIRECT Ingroup

  • Make sure AgentDirect Ingroup is Active and has not been "messed with" (default settings!)
  • After this is working, more AgentDirect ingroups can be made as long as they begin with "AGENTDIRECT" if you require altered settings such as drop time, etc

Campaign Setup

  1. Detail View
  2. Allow Inbound and Blended
  3. CHECK AgentDirect in "Allowed Inbound Groups"
  4. CHECK AgentDirect in "Allowed Transfer Groups"
  5. SUBMIT!!
  6. Change "Default Transfer Group" to "AgentDirect"
  7. SUBMIT AGAIN!!

Users Setup

  1. For EACH User that will RECEIVE transfers
  2. CHECK Agentdirect under Inbound Groups

Agent Procedures

Set Up To RECEIVE transfers

  1. Check "AGENTDIRECT" InGroup during login
    • OR Click on "Groups" while logged in and add AGENTDIRECT to chosen InGroups
  2. Must NOT be "in call" or "paused"

Do It!

  • Procedure to SEND a call to another LOGGED IN agent
  1. Obviously, you must have a LIVE caller on your screen!
    VicidialLeftPaneDuringLiveCall.JPG
  2. Press "TRANSFER-CONF"
    VicidialTransferConferencePaneBuild121222-235.jpg
  3. Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from the "Dropdown" (which lists closer groups available)
  4. In "Number to call" box enter the User Number (not the phone!!) of the agent to receive the call.
    • Depending on your version, you may press the "AGENTS" link and click on an agent instead of manually entering the number.
    AvailableAgentsTransferListBuild121222-2315.JPG

No Warm Transfer to AGENTDIRECT - Older (2.4.X) Vicidial

LocalCloserButtonLocation.JPG

  1. Press "Local Closer"
  2. Disposition and you are now ready to take more calls.

Warm Transfer to AGENTDIRECT available: Newer (2.6.X) Vicidial

  • I'm not sure exactly when this was modified, so it may be a later 2.4 or perhaps some time during 2.6.

Blind Transfer

  1. Press "Local Closer"
  2. Disposition and you are now ready to take more calls.

Warm Transfer

ConsultativeCheckboxLocation.JPG

  1. Check the box for "Consultative".
  2. Press "Dial With Customer"
  3. When ready, press "LEAVE 3-WAY CALL".
  4. Disposition and you are now ready to take more calls.

Warm Transfer, with Parked Customer

  1. Check the box for "Consultative".
  2. Press "Park Customer Dial"
  3. When ready for customer to join, "Grab Parked Call"
  4. When ready, press "LEAVE 3-WAY CALL".
  5. Disposition and you are now ready to take more calls.
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