Mitel Version 5.7 SP1 Conferencing calls, Consulting with people while on calls

376 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 Softphone
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 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.
The system places the caller on Hold.
3. 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.
4. 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. 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.
3. 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.
4. Speak to the person who answers.
5. 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.
Consulting with people while on calls
To consult with a person while on a call using Contact Center Softphone
1. Click Trans/Conf to conference in the person.
The system places the initial party on Hold.
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. After you consult with the person, either click Conference to conference in the person, click Cancel to
hang up on the person, click Transfer to transfer the call to the person, or click Swap to talk to the
initial party.