370 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone
Transferring calls
You can perform a blind transfer or a supervised transfer.
To perform a blind transfer using Contact Center PhoneSet Manager
1. While on a call, click Trans/Conf.
2. In the dial box, type an extension or phone number (preceded by a number you dial to access an
outside line if required). Otherwise, click the down arrow adjacent to the Trans/Conf button and select
a contact.
3. Click Dial.
4. Click Hang up.
To perform a supervised transfer
1. While on a call, click Trans/Conf.
2. In the dial box, type an extension or phone number (preceded by a number you dial to access an
outside line). Otherwise, click the down arrow adjacent to the Trans/Conf button and select a contact.
3. Click Dial.
The system places the caller on Hold.
4. Wait for the called party to answer. If you receive a busy signal or a voice mail greeting, click Cancel
to return to the initial party. Otherwise, speak to the agent and identify the caller.
5. Click Transfer to transfer the call.
Conferencing calls
You can include up to eight people in a conference call. The following example illustrates a three-way
conference call.
To set up a conference call
1. In the dial box, type an extension or phone number (preceded by a number you dial to access an
outside line).
2. Click Dial.
3. After you speak with the person who answers, click Trans/Conf to add a person to an in-progress call.
The system places the person on Hold.
4. In the dial box, type an extension or phone number (preceded by a number you dial to access an
outside line). Otherwise, click the down arrow adjacent to the Trans/Conf button and select a contact.
5. Click Dial.
6. Speak to the person who answers.
7. Click Conference to initiate a three-way conference call.
To split a conference call
• Click Split.
The last person you added to the conference call is placed on hold, and you can speak privately with
the first person.