This article provides information about the call transfer and conferencing options available in Freshcaller.


User Requirements

Agents, supervisors, admins, and account admins can initiate call transfers and conference calls.


Call Transfers

Freshcaller allows you to transfer calls to another agent, team member, or contact available within your account. Additionally, you can transfer calls to an external number.  You can use this option when you think that another team member has better expertise to resolve a customer's query, or sometimes, customers may want to talk to a specific agent. This helps deliver faster resolutions to the customer without making them go around in circles or hold the line for too long.

Call transfer feature is available from Blossom+ plan.

Types of Call Transfers

You can initiate two types of call transfers:

  • Warm Transfer
    A warm transfer allows you to have a brief conversation with another agent or a contact in your team before transferring the call to the customer. You can provide all the necessary details about the customer's query to another agent so that the customer does not have to repeat their question.
  • Cold Transfer
    Unlike a warm transfer, this option directly transfers the call to the second agent you selected. The second agent can choose to accept or reject the call.

When you initiate a warm or cold transfer, the customer will be put on hold until the other agent accepts the call.


To initiate a warm/cold transfer:

  1. During a live call, click on the phone icon to see the active (online) agents or contacts.
    You can use the search bar to search for the names. When you enter a letter or a number, the search results display all the agents, teams, or contact names having the letter or number you entered. To see the active agents within a team, click on the drop-down option next to the team/group name. The number next to the team name indicates the number of active/online agents in that team.

    Note: The contact names you see are the names you added/imported to your account.
  2. Warm Transfer
    To initiate a warm transfer, select the agent, team/group, or a contact name and click on the forward icon.
    Note that you can initiate a warm transfer only to individual agents within a team/group. For this reason, the warm transfer icon will not be visible next to the team name.
  3. Cold Transfer
    To initiate a cold transfer, select the agent, team/group, or a contact name and click on the phone icon.
    You can also select an entire team to initiate a cold transfer. In this case, all online agents in that particular team will receive the call, and anyone can choose to answer the call.
    For example, if you want to transfer the call to any agent in the US team, select the US team and click on the cold transfer icon.
  4. Once you initiate a warm or cold transfer, you will see the following screen.
  5. Once the other agent answers the call, the customer on hold will be connected to the second agent, who is now the primary agent.
    If you initiate a warm transfer, you can disconnect the call after giving the necessary details. However, in case of a cold transfer, you will be disconnected immediately once the second agent answers the call.

    The second agent will see the following notification when a call is transferred from the first agent.
    Dialpad in Warm Transfer:
    When you initiate a warm transfer, you can also use the dialpad to transfer the call to agent 2. The dialpad can be useful if the agent 2 has an IVR set up and you want to use the dialpad to enter the IVR option.
Notes:
  1.  During a call transfer, call notes are automatically transferred from Agent 1 to Agent 2.
  2. If Agent 2 is not available, Agent 1 will be able to resume the call with the caller.

Call recordings during Warm Transfers: 

  1. If the Freshcaller number has “ Record all calls,” “Record incoming calls,” or “Record outgoing calls,” options enabled, then the conversation between Agent 1 and the customer is saved as recording 1. The conversation between Agent 2 and the customer is saved as recording 2. Recording 2 starts when Agent 2 resumes the call from agent 1.
  2. If the setting is “Record calls manually,” and Agent 1 had not started recording, then the recording will start only when the Agent 2 manually activates the recording feature.
  3. The conversation between the agents when the customer is on hold is not recorded. 
  4. If the customer disconnects the call while the two agents are in conversation, Agent 2 (once connected) will hear an information message that the customer has disconnected. The call will then be terminated. 

Conference Call

Freshcaller provides the option to add your other team members or contacts as guests to an ongoing call. This can be useful during escalations or when you want another agent to help you resolve customer queries.

Note: You can add only one person to the call and cannot add an entire team.

Conference call feature is available only from Garden+ plan.


To add another agent to a call:

  1. Click on the phone icon to see the agent names or teams who have active agents.
  2. Click on the add to call icon.
    The selected agent will now be added to your ongoing call.

Viewing Related Calls in Call Metrics


The call metrics section easily helps you identify the related calls (warm, cold, or conference calls) you made.

The blue bubble next to the agent's name indicates the number of warm, cold, or conference call you made during the call with the customer. You can click on the bubble to view the details of the related call.


You can also view the same details in the call summary tab: