Transferring a Call Using Warm Transfer

This article outlines how to perform a warm transfer in RingDNA Communications Hub.  

A Warm Transfer allows you to speak with the person you intend on transferring the call to prior to handing off the call. In these scenarios, the intention of a rep is to reach another user, member of a call queue, or favorite to connect a call prior to merging in an active call participant. Revenue.io provides a simple workflow to facilitate these conversations and ensure that engagement data is logged to Salesforce and always associated with your prospects or customers. 

Initiating a Warm Transfer

Step 1 - Select the Transfer Button

While on an active call with a prospect select Transfer within the active call tools at the top of RingDNA
Step 2 - Select Your Intended Transfer Recipient
On the window, select a Transfer Recipient via the Search field or via the Recent Transfers table
After a Revenue User, Call Queue or Favorite has been selected from the options, you will be able to click the "Warm Transfer" button. Select the Warm Transfer checkbox then select the Transfer button to initiate the warm transfer workflow.
Note: if you attempt to transfer a call to a user that is busy or offline, a warning message will be displayed. You can still initiate the transfer, but the intended recipient may not be available to take the transfer:

 

Step 3 - Connect With the Selected Party

When you select the Warm Transfer button, Revenue.io will put your active caller on hold and initiate an outbound call to the user, call queue, or favorite you have selected. This will enable you to connect with the selected party prior to merging your caller on hold.

If the user, call queue, or favorite is unable to answer the call, the active call will not be treated as a warm transfer and logged as a single activity to Salesforce. 

Step 4 - Merge Calls

Once you have connected with a user, queue, or favorite select the ON HOLD button then select Merge to create a conference call. This will ensure that all parties are connected and you can leave the call once your introduction and handoff of the call is completed.

 

Step 5 - Leave the Call

Once the handoff of the call is complete, click the Conference button then simply select the Leave button to leave the conference. The call will continue until the original caller or transferred party ends the call.

 

Logging Warm Transfer Activities to Salesforce

On the conclusion of a Warm Transferred call, two activities will be generated and logged to Salesforce which reflects information associated with each Agent who had an interaction within the conversation. Both Activities will be associated with the Lead or Contact 

Activity #1

The duration value on the primary activity logged to Salesforce will reflect the amount of time that the original agent was participating in the call (from the very start of the call, through the transfer and conference, and until the moment they click the Leave button to exit the conference).

The call recording includes the entire call (the original agent's time with the call participant, the time spent with the transfer recipient, the conference call with all three parties, plus the call between the transfer recipient and the call participant).

Agent 1 (the agent who initiated the Warm Transfer) sees two activities in the RingDNA Communications Hub. The first activity (representing the call between Agent 1 and the Call Participant) is owned by Agent 1. (The second activity (representing the call between Agent 2 and the Call Participant) is owned by Agent 2.)

 

On click of the first activity, Agent 1 navigates to the Task activity logged to Salesforce.

 

On click of the call key (in the "Conversation" field), the associated Conversation record includes relevant information about the call. For additional information on Transfer fields available on the Conversation records, see article: Logging Call Transfer Data in Salesforce

 

 

Activity #2
The secondary activity's duration reflect the total amount of time the transferred to Agent was a participant in the call. This will include the talk time of the initial handoff call between agents and the subsequent amount of time that the second agent was active on the call with the original caller. Any call recording will reflect this entire period of time that the agent was an active participant on the call.

Agent 2 (the agent who received the Warm Transfer) sees two activities in the RingDNA Communications Hub. The second activity (representing the call between Agent 2 and the Call Participant) is owned by Agent 2. (The first activity (representing the call between Agent 1 and the Call Participant) is owned by Agent 1.)

On click of the second activity, Agent 2 navigates to the Task activity logged to Salesforce.

 

On click of the call key (in the "Conversation" field), the associated Conversation record includes relevant information about the call. For additional information on Transfer fields available on the Conversation records, see article: Logging Call Transfer Data in Salesforce

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