Call Transfer Support

Call transfer behavior depends on your phone system. The most common call transfer behavior is described below. If your phone system handles transfers differently or would like transfers to be handled differently, let us know (use the support tab to send us a note)!

There are two types of call transfer: Blind and Attended

– Blind Transfer – when the call is transferred from the initial caller to another agent without any connection between the transferring agents
– Attended Transfer – when the first agent connects with the agent who will receive the call in order to introduce the connected caller before leaving the call with the connected caller

For Asterisk based phone systems, Blind Transfers are supported out of the box and Attended Transfers must be enabled.

Incoming Call Transfer

In most cases, a call transfer begins as an incoming call to a user who sees the Callinize call popup showing the inbound caller ID from the CRM.

On transfer, the next Callinize agent to receive the call will see a call popup appear with the same matching record data.

The call will not be logged in the CRM until a hangup event is received. At the time of the hangup, the call will be logged in the CRM associated with the matching CRM record and assigned to the user who received the last transfer.

Outgoing Call Transfer

An outgoing call transfer will appear as an outgoing call to a Callinize user who will see a call popup showing matched CRM records.

On transfer, the next Callinize agent to take the call will see a call popup appear with the same matching record data.

The call will not be logged in the CRM until a hangup event is received. At the time of the hangup, the call will be logged in the CRM associated with the matching CRM record and assigned to the user who received the last transfer.

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