Create External Transfer Number (Admin)
The External Transfer Phone Book simplifies call transfers for contact center agents by enabling managers to create named entries for frequently transferred-to phone numbers. Instead of memorizing numbers, agents can simply select a familiar name—improving speed and accuracy during high-volume interactions.
Key Capabilities:
Named Entries: Assign a recognizable name to each external phone number, so agents can easily identify transfer destinations without needing to remember the digits.
Team-Based Visibility: Restrict phone book entries to specific teams to ensure only the relevant groups see and use the appropriate transfer numbers.
Automatic Recording Controls: For sensitive transfers, you can configure a toggle that automatically stops call recording when transferring to designated external numbers—ensuring compliance and privacy without requiring agent action.
This feature helps streamline operations, enhance compliance, and minimize agent error during call transfers.
Use External Transfer Number (Agent)
During a live call, agents can access the External Transfer Phone Book directly from the in-call controls:
Click Transfer from the Call Controls.
Select the Externally option.
A dropdown will appear listing available external transfer entries, each showing the name and phone number for easy reference. Agents can select an option and click Transfer to transfer the call.
Agents can choose an entry from the list or manually enter any number not included in the phone book if needed.