Warm Transfer describes the NocTel Flow feature agents use to transfer calls from themselves to other Queues or possibly directly to a different individual. We strongly recommend all agents use Click-to-Transfer or Warm Transfer for transferring calls instead of via a headset or directly from the handset itself.
Using Warm Transfer:
1. The agent must be in an active call
2. While the first call is active, start a second call with the party you wish to transfer to using the Global Directory.
3. Answer the second call on the handset and inform the remote party that you'll be connecting them to the caller.
4. To execute the Warm Transfer to connect your callers together and remove yourself from the call, click the Merge Calls link listed below the two calls.
5. Once the transfer has been completed, your status will be set to your selected Post Call status.
Note: There is no way to recover or cancel a Warm Transfer once executed.
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