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Aloware Talk: Simplifying Call Transfers

Aloware Talk offers options for call transfers, reducing customer frustration and time. You can transfer calls to users, ring groups, or phone numbers. Call recordings are managed appropriately during transfers.

Call transfer is inevitable. But, if you operate with few call transfers - you get happier customers.

  • Call transfers result in customer frustration because of holding them too long. It happens when customers have to repeat information to many agents.

  • When you involve many agents to resolve an issue, it takes more time to transfer calls and more resources.

Aloware Talk gives you options to call transfers:


Transferring a Call to a User

  1. Click the green call icon to answer the incoming call notification.

  2. Or, answer the call by clicking the green call icon in the notification or next to the contact's name.

  3. The Aloware call screen will open; then, click the "Transfer" button.

  4. In the "Select a User" field, pick the user or agent you want to transfer the call to. Once selected, click the "Transfer" button.
  5. Your call will connect to the other agent. If the agent accepts the call, it will disconnect and conclude.

Transferring Calls to a Ring Group

  1. Answer an inbound call by clicking the green call icon.

  2. When the call screen appears, click the "Transfer" button.

  3. To transfer the call to a ring group, choose "Transfer to Ring Group" and pick from the list of active ring groups.

  4. Click the "Transfer" button again to complete the transfer. This action will ring all the members of the selected ring group.

  5. The call will conclude once it's accepted by one of the ring group members.


Transferring Calls to a Phone Number

  1. Click the green call icon to answer an inbound call.

  2. Once the call screen appears, click the "Transfer" button.

  3. Select the "Transfer to Phone Number".

  4. Enter the phone number where the call should go.

  5. Click the "Transfer" button again.

  6. The call wraps up after the transfer.


Aloware's Call Recording for Transferred Calls

In Aloware, call recording for transferred calls is managed as follows:

  1. When Agent 1 receives a call, it is recorded as an inbound call.
  2. If Agent 1 transfers this call to Agent 2, it is then recorded as an inbound call for Agent 2.
Additionally:
  1. If Agent 1 originally initiated the call, it is recorded as an outbound call.
  2. When Agent 1 transfers this call to Agent 2, it is still recorded as an inbound call for Agent 2.