Call transfer is confusing and needs to be fixed.

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  • Updated 3 years ago
Call transfer: When there is an incoming call and receptionist transfer to another person there is no indication that call is established beteen parties. There should be a beep or something that indicates that they are on a call otherwise they keep saying hello to each other without knowing if they are connected. I am talking about the warm call not blind.
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Sam Kaya

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Posted 3 years ago

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Matt Mikolajczyk

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Sam, It would seem that maybe some user education would help in your organization. If this is a warm transfer, the receptionist would wait for the person to pick up the phone and then say "Hello this is the receptionist, I have so and so on the line". If the person on the other end does not say anything when they pick up the phone, that seems odd that you wouldn't say anything.
Once you press the transfer button, the call will go to that person. I ran an Avaya PBS in house and there was no indication either that the transfer went through - just blind faith I suppose!!
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Mike, Official Rep

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  Hi Sam, I agree with Matt. When doing a Warm Transfer, the flow would normaly go as Matt described.  If we are missing something here, or not understanding you, can you please leave a more detailed description of how the transfer is occuring and more sepcifics on how you want the feature to work.  If you can include as many details as possible using the guide below, our Product Team can take this under consideration. 

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  2. A brief description of the business 
  3. A high level description of the product or feature being requested
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Matthew Zucca

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I think I understand the initial issue and have the same issue and recommendation.  When a transfer comes from the receptionist to my extension, she will announce the caller.  If I say "OK, put him through", I do not get any audio indication that the call was actually transferred.  This leads to awkward greetings if there is a delay in the transfer between the receptionist and my line.  Being in the consulting industry, these little conversation mishaps create a poor perception.
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Chris Duquette, Champion

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if i follow correctly, when the receptionist is given the "green light" to send the call you have no idea shes actually done it until someone says hello, right? if thats the case it would seem that some tyoe of alert or greeting should be played to let all parties know the call has been connected by the 3rd party (receptionist or transferring party)
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Matthew Zucca

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That is exactly correct.  It just needs to be a small beep, which was part of the process on the previous phone system.  But, after the "green light" there is only silence until someone speaks up.