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Question

Can the ability to transfer a call to an agent be limited?

  • 27 July 2023
  • 1 reply
  • 119 views

Our objective is to prevent internal agents from receiving transferred calls unless they are available. Presently, calls are being transferred to agents who may not be ready to take them, causing customers to wait on hold or get stuck in a queue if the agent logs off. To address this issue, we aim to allow transfers only when an agent is in an available status. Implementing a warm transfer process could help avoid these problems. However, we are also exploring the possibility of introducing a system setting or enhancement that would automatically check the availability of agents before enabling the transfer function. This way, the transfer option would only be available for selection when the intended agent is ready to take the call.


Is this possible?

technically it is possible possible to be implemented, but it sounds very niche and I doubt RC are considering this or are aware that a customer wants something like this.

It's hard for me to recommend the best solution for you, without knowing the specifics, but here are 3 potential ones!
1.If discipline is not a problem, you could instruct agents to use the HUD. The HUD shows if sb is Busy, so if sb is busy agents shouldn't transfer to that person.

2. Consider using Call pickup feature

3. Consider grouping agents in call queues, and instruct them to forward to the call queue instead of the individual members. The call queues check the status of the agents and hunts down available members. (i.e it won't offer a call to somebody who is busy or DND)


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