How to transfer calls from Spoke Phone to a contact center queue in Twilio Flex

Overview:

This article will show you how to use the Spoke Phone app to transfer live calls to a colleague.

It includes the following sections:

Transfer options

When you transfer a live call to a Twilio Flex queue, Spoke Phone gives you two different types of 'transfer' actions to choose from. 

Type Description
Transfer  The direct Transfer option will immediately end your call and start calling the colleague you selected. When your colleague answers, they will be talking to the original caller. 
Announce then transfer The Announce then Transfer option will keep the original caller on hold while connecting you with the colleague you are transferring the call to. This allows you to privately brief your colleague, then connect the call and leave, or, connect the call and stay for a 3-way conversation.

 

How to transfer a call

Follow the steps below to transfer a live call using the Spoke Phone app:

  1. If your phone screen is locked, unlock your phone. 

  2. Tap the Transfer button on the call screen. 

  3. This will load a list of your colleagues and Twilio Flex call queues in the Internal directory. 

  4. Scroll down to the relevant call queue and tap Transfer to

  5. A screen will pop up giving you options to: Transfer, Announce then Transfer.

  6. Select from the list of available transfer options.

  7. If you select Transfer, your call will end immediately and the original caller will be added to the Twilio Flex call queue. 

  8. If you select Announce then Transfer, you will be added to the Twilio Flex call queue, waiting for one of your contact center colleagues to answer, while the original caller remains on hold. 

  9. When you are ready to take the caller off hold, tap Connect & Leave to connect the caller to your colleague in Twilio Flex and leave the call.

  10. Or, tap Connect & Stay to take the caller off hold and have a 3-way conference call with the original caller and your colleague in Twilio Flex. 

 

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