Information on how to use the system as a Operator. Canned Commands Canned Responses Initiating Chat with your Visitors Spam Blocking Transferring Calls

Transferring Calls

SUMMARY

This document will provide instructions on how transfer a visitor to another online operator during a chat request

INSTRUCTIONS

How to transfer a visitor to another online operator during a chat request

1. After you accept a chat request with a visitor you will see information pertaining to the visitor in the bottom half of the chat window along with a few other tabs that you can click on to achieve differant things.
   
   
   
   
   
2. To begin a transfer to another online operator you will first click on the tab labeled Transfer.
   
   
3. Your screen should now look like this:
   
   
   
   
   
   

   On this screen you will be able to see a list of every operator from every department and their status of "offline" or "online" will be displayed next to their operator name along with how many chat requests that operator is currently having
   
   
   
4. Once you locate an operator from the department that you wish to transfer the customer to, you will simply click on the transfer button located right next to their name
   
   
   
5. Your screen will now look like this:
   
   
   
   
   
   
   • The transfer process has begun and you can do one of three things
     

     You can sit back and wait for the transfer to be completed automatically, you will see the countdown of the transfer take place
     

     You can click on Transfer Now and this will immediatly transfer the visitor to the operator you selected without waiting for the countdown to complete
     

     You can click on STOP transfer if you would like to stop the transfer process and resume conversation with the visitor