Overview
Company Administrators can enable External Call Transfers to allow users the ability to transfer live calls to external parties. Users can transfer calls to any contact in your CRM or other database, a contact on their mobile phone's address book, or any phone number they enter into the Spoke dialpad.
Early Preview Release: This feature is in early preview. To access this feature please contact your Spoke Phone Account Manager or Partner.
This article includes:
- Prerequisites
- Call transfer options
- Call transfer types
- Altering the CallerID displayed to the transferee
Prerequisites
- Spoke Phone Pro-CX User License
- Feature enabled by Spoke Sales on your Spoke Phone account
Call transfer options
| Transfer to | Description |
| Favorites | Transfer a call to any internal colleague or external contact you have saved into your Favorites list. |
| Internal Directory | Transfer a call to any internal colleague that also uses Spoke Phone. |
| External Directory | Transfer a call to any external contact in your CRM or other contact directory connected to Spoke. |
| Personal Directory | If you are using Spoke Phone on your mobile phone and have given Spoke access to your phone book, transfer calls to anyone in your mobile phone's personal address book. |
| Phone number | Transfer a call to any phone number you type on the Spoke keypad. |
Call transfer types
When you transfer a live call, Spoke Phone gives you three different types of call transfer types to choose from.
| Type | Description |
| Transfer | The direct Transfer option will immediately end your call and start calling the transferee you selected. When the transferee answers, they will be talking to the original caller. |
| Announce then transfer | The Announce then Transfer option keeps the original caller on hold while you connect with the transferee. This allows you to ensure the transferee answers and gives you a chance to privately talk to the transferee before connecting in the original caller. You can connect the call and leave, or, connect the call and stay on the line for a 3-way conversation. |
| Send to voicemail | The last option is to Send (the caller) to voicemail. This is only available when transferring a call to another Spoke Phone User. This allows the caller to leave a voice message for a colleague, without disturbing your colleague by ringing their phone. |
Altering the CallerID displayed to the transferee
When a call is transferred to an external party (to a transferee), the transferee will see a phone number calling them.
By default, this number will be:
- Transferring Inbound Calls: If you are transferring an inbound call that was made to one of your company numbers, then that same company number will be used to call the transferee
- Transferring Outbound Calls: If you are transferring an outbound call that you made, your company's default Spoke Phone company number will be used
If you have a Twilio account set up to allow any number as the CallerID, , then you can choose to:
- Transferring Inbound Calls: If you are transferring an inbound call, display the original caller's phone number to a transferee when making a call transfer
- Transferring Outbound Calls: If you are transferring an outbound call that you made, display the CallerID/number you selected when making the original outbound call
During setup your Spoke Phone Account Manager will help define and set up these rules and options.