Call Transferring

You can transfer calls within the LiveVox Agent Desktop to a number of different recipients. When enabled, the transfer option will appear on your screen while you are In Call status.

Click Transfer to access the call transfer menu.

Transfer Options screen will be presented to you with tabs like the screenshot below:

You may select one of the following transferring options by clicking the specific tab:

• Phonebook: Select frequently used numbers from a drop-down menu to transfer the call. There may also be Queues available, allowing you to transfer to a group of agents and see how many recipients may be available.
• Agent: Select a specific agent from a drop-down menu to transfer the call.
• Manual: Enter a number with or without extension to transfer the call. 

The History tab stores and displays the last 7 transfer destinations you used in each service. The tab also contains the information about Type, Name, and Date where:

• Type: You will see the information on how the call had been transferred. Example: Agent's extension, Phone number, Agent name, etc.

• Name: You will see the agent name if the call had been transferred by agent's name or you will see the phone number if the call had been transferred using the phone number.

• Date: The date on which the call transferred had happened.
  

Each transfer type is described in greater detail in the below links.

• Not all transfer options may be available depending on your settings.  Check with your manager to verify the transferring options available to you.
• You will hear audio tones during the transfer process while making a transfer. A single tone indicates you have connected to the transfer recipient, moved the customer or transfer recipient on or off hold, or reconnected back to the customer.
  

Upon selecting the transfer type and initiating the transfer, the Caller (see Conference screen below) will be put on hold while you are being connected to the Joining Party, transfer recipient (see Conference screen below). 

Select the  (Merge option) to bridge each new party into the call. Once all parties are connected, your Conference screen will be updated as follows:

The number of parties ( up to 10) you are allowed to a conference is set up by your manager.

Whenever you initiate the transfer, the following controls over the conference will become available to you:

Icon	Meaning
Phone	Allows you to call a number.
Drop	Allows you to drop any added party.
Silence	Allows you to mute the conference or any party within the conference.
Reconnect	Reconnects you back to the Caller and drops all the parties in the conference.
Add Party	Calls any additional party via the transfer option – will put the caller or the conference on hold.
Swap	Swaps between a conference and an additional line and puts them on hold.
Merge	Adds any additional party to the conference.
Leave Conference	Allows you to exit a conference – keeping the conference active.

These conference controls along with the call controls will be transferred to the first agent added to the conference once you leave the conference, as long as the agent is using Agent Desktop.

You can leave the conference by selecting  (Leave Conference option) and complete your transfer or select  (Reconnect option) to drop all parties and continue your call with the original caller.  While it is not required that you stay connected during a conference we still recommend doing so for a few seconds before leaving to ensure that the transfer was successful. You will see the below screen until another party joins the conference.
After leaving the conference, you will go into Wrap Up status and be able to select the appropriate termination code as you normally would. Only the term code selected by the final agent to speak with a caller will be saved.