How to transfer calls from Twilio Flex to a back-office PBX user on Spoke Phone

Overview

Agents in the Twilio Flex contact center are able to transfer calls to back-office teammates on the Spoke Phone PBX. Flex Agents can perform both cold and warm transfers.

Cold transfers (transfers) are where the caller is sent over to the Spoke PBX user and the Flex Agent is immediately released.

Warn transfers (or consults) allows the Flex Agent to place the caller on hold, call and talk privately with a Spoke Phone PBX user in the back-office, before connecting the parties together. The Flex Agent then can choose to stay on the call (making it a 3-way call) or leave the call.

How to cold transfer a call (transfer) from Twilio Flex

When on a call in Twilio Flex:

  1. Select the Twilio Flex transfer button mceclip0.png
  2. The Twilio Flex directory will open
  3. Select the SPOKE directory tab 
    mceclip1.png
  4. Find the Spoke Phone user you want to transfer the call to
    mceclip2.png
    Note:
    The green light means that the Spoke Phone user is available. Yellow means they are on a call, and grey means that they are offline or are not sharing their presence.

  5. Select the Transfer button
    mceclip3.png
  6. That's it. The caller has been transferred over to the Spoke Phone PBX user in your back-office.

How to warm transfer a call (consult) from Twilio Flex

When on a call in Twilio Flex:

  1. Select the Twilio Flex transfer button mceclip0.png
  2. The Twilio Flex directory will open
  3. Select the SPOKE directory tab 
    mceclip1.png
  4. Find the Spoke Phone user you want to transfer the call to
    mceclip2.png
    Note:
    The green light means that the Spoke Phone user is available. Yellow means they are on a call, and grey means that they are offline or are not sharing their presence.

  5. Select the Consult button
    mceclip5.png
  6. The caller is placed on hold
  7. A call is placed to the Spoke Phone user
  8. When they answer, you are talking privately with the Spoke Phone user, and the caller is still on hold
  9. You can Unhold the caller and join in a three-way call (You, the caller, and the Spoke Phone user)
  10. You can Leave the call and the caller will be connected to the Spoke Phone user

 

 

 

 

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