callers between extensions/mailboxes just like a large corporate phone system!
This is a feature that most Virtual PBX systems do not provide.
does it work?
Live Call Transfer allows you to accept a call and then if need be transfer the
caller to another extension or phone number.
This is where many Virtual PBX systems require the caller to dial back into the
main number and re-select another extension. Not with TeleCenter!
Live Call Transfer you simply place the caller on Hold, which allows them to
listen to On-Hold Music, and then follow the prompts for one of four types of
Live Call Transfer Options
Transfer – Place the caller on-hold, dial another extension,
communicate with the extension user and then connect the caller to that
Transfer – Place the caller on-hold and then transfer them to
another extension without communicating with the extension user.
Transfer – Place the caller on-hold and transfer them directly
into the voicemail box of a specific extension user. The system will not try to
dial the extension and connect the caller.
Re-Direct – Place the caller on-hold and enter another phone
number (not extension) for the TeleCenter system to deliver the call to.
are some examples of our more popular transfer options.
of a Supervised Transfer: Perhaps you are the Sales person for the
company, and an existing customer has chosen your extension because she has
questions on a new product. Once you have covered those questions the caller
mentions that she has a technical support question. This is outside your realm
of expertise, so you offer to transfer the caller to the appropriate
as to provide the absolute best customer service to the caller, you perform a
Supervised Transfer to Bob at the Technical Support extension. When Bob picks
up you are able to speak with him regarding the customer's needs and then
finalize the transfer. Meanwhile the caller is listening to On-Hold Music.
example in the above scenario your Supervised Transfer may go like this:
- “Hey Bob, this is John from Sales. I have Mary Smith on the line; she is an
existing customer and is experiencing an issue with her service. Can you take
the call and help her out?”
– “Sure John, I will see what I can do for her.”
– “Great, thanks for taking good care of her; she is considering an upgrade to
our new product. I will transfer her now.”
to this Supervised Transfer through Live Call Transfer Bob from Technical
Support can accept the call after speaking with John and amaze the customer by
answering ”Hi Mary, this is Bob. John from Sales mentioned you were
experiencing an issue with your service, how can I help you today?”
of a Voicemail Transfer: Using the same scenario from above;
perhaps when John calls Bob he tells John that he was just about to call
another client for a previously scheduled appointment and can’t speak to Mary
Smith at this exact moment. Bob then asks John to send Mary to his voicemail
and he will call her back first thing when he is finished with his appointment.
this scenario John can still provide excellent service to Mary. When he returns
from speaking to Bob he says. “Mary unfortunately our Technical Support
department is busy helping other clients. However I am going to transfer you to
John’s voicemail and ask you to leave him a brief message explaining your issue
as well as your contact info and he will get right back to you. Please hold
while I transfer you, thank you.”
of a Call Re-direct: In addition to transferring to another
extension Live Call Transfer can even re-direct a caller to another phone
is similar to a Call transfer to an extension but this allows you to enter any
phone number regardless of whether it is on your forwarding schedule or not.
is a scenario of how this would work. You have Call forwarding set to your cell
phone and you take a call as you are walking into your office (or home). It is
someone you really need to talk to but prefer to do so from your office phone.
You press a key on the phone which puts the caller on hold and allows you to
enter any phone number into the system, press another key and then the call
rings to that new number so you can now pick up the call at the office desk
would also work in the reverse for times when you are on an important call and
need to leave the Office. You can put the caller on hold and re-direct the call
to your cell phone so as to continue the conversation as you leave the Office.
Your caller won’t even know they are being transferred, they simply feel they
are on hold!
Call Transfer truly gives you a ‘Big Business image with a Small Business
Per Minute Charge is in effect for outbound dialing.