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External calls transfer

Feb 14 (4 months ago)
Alberto Ibañez wrote
Until Nov 2018 we were able to transfer calls externally to third parties, but since then is not supported anymore. <br /> Functionality should be as is was: When a inbound or outbound is set, press &quot;New call&quot; button. This puts the current conversation on hold and gives tone to dial the external number in order to set a new call. Once this new call is set, agent can press &quot;transfer&quot;, sending the call definetly to the third party. This can be done via the device interface or through the browser UI.<br /> Eventually a &quot;three party call&quot; can also be done, if instead of &quot;transfer&quot; option there's a &quot;join&quot; to the parked call option as well.<br />
Reply
5 Answers
Feb 14 (4 months ago)
Stan agent wrote
Hi Alberto. <br /> I am very sorry for the inconvenience, but I can assure you such functionality has never been part of LiveAgent and It was also not possible to transfer calls outside of LiveAgent. The reason for this is the fact, that once you click the Transfer button during an active call, you will need to choose either a department or an internal extension of a user inside LiveAgent, who the call can be transferred to. Nevertheless, you have an interesting point and what I can do for you is pass the details to our developers for review. Perhaps we might be able to introduce such functionality in the future.<br />
Feb 14 (4 months ago)
Alberto Ibañez wrote
Hi Stan,<br /> As you can see in the screenshot attached,this was working fine. <br /> Hope you can soon revert and make this functionality work back again
Feb 14 (4 months ago)
Martin Svitek agent wrote
I am sorry Alberto but there was never such functionality planned and if this ever worked it was more due to a back then to a feature which we would have implemented. From the ticket you've sent I understand it that the agent didn't really transfer the call to a 3rd party but instead the agent put the first customer on hold or even cancelled the first call and then started a call in the same ticket with another customer/external phone number. The agent has never connected the customer with the 3rd party or at least I cannot see any recording in the call suggesting anything like that.
Feb 15 (4 months ago)
Alberto Ibañez wrote
If instead of contradicting what I say, you would have spent a minute listening the calls attached in the ticket, you could have verified that the connection between the caller and the third party exists through a transfer. The reason why I insist on evidencing all the conversations that have been transferred, is that there is some change in your software that has done at some point until Nov 18 that this transfer functionality worked, and therefore, instead of discussing denying evidences, I ask you to check the examples it can be provided and, most important, send these examples to the developers so that they can re-implement the functionality. It is very frustrating to find vendors who refuse to see the evidence of their mistakes.
Feb 15 (4 months ago)
Martin Svitek agent wrote
I've listened to the voicemails even tough they are in foreign language to me and the voice of the lady in the second voicemail sounded to me like the voice of the agent in the previous call, not the caller. If it was the caller then I am sorry for my mistake.<br /> <br /> One way or another as I said this was never intended as a feature but I will gladly transfer this ticket to our developers and see if they plan to do anything about it.

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