How to transfer calls from Twilio Flex to a back-office call queue (team) on the Spoke Phone PBX

Overview

Agents in the Twilio Flex contact center are able to transfer calls to individual back-office PBX users on Spoke Phone, but also transfer calls to back-office call queues or teams in the Spoke Phone PBX. 

For instance, a Flex Agent may need to transfer a caller from the contact center over to anyone in the Finance Team in the back office. The call will be answered in Spoke Phone, by any available Finance team member.

How to cold transfer a call (transfer) from Twilio Flex to a call queue on Spoke Phone

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 call queue you want to transfer the call to. Call queues in the Spoke Phone directory appear with the User Group icon
    mceclip0.png
    Note:
    The green light means that there are one or more Spoke Phone users available to answer the call. Yellow means they are all on calls, and grey means that all users in this call group are offline or are not sharing their presence.
  5. Select the Transfer button
    mceclip1.png
  6. That's it. The caller has been transferred over to the back-office team on Spoke Phone
  7. Spoke Phone will offer the call to one or more of the back-office team members assigned to the call queue until someone answers or the call goes to voicemail

How to warm transfer a call (consult) from Twilio Flex to a call queue on Spoke Phone

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 call queue you want to transfer the call to
    mceclip0.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
    mceclip2.png
  6. The caller is placed on hold
  7. Spoke Phone will call to one or more of the back-office team members assigned to the call queue until someone answers or the call goes to voicemail
  8. If the call goes to voicemail you can hang up the call and resume talking to the caller
  9. If one of the Spoke Phone team members in the call queue answers, the caller is still on hold and talk privately with the Spoke Phone user 
  10. You can Unhold the caller and join in a three-way call (You, the caller, and the Spoke Phone user)
  11. You can Leave the call and the caller will be connected to the Spoke Phone use

 

 

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