Transferring calls from Twilio Flex to a back-office call queues (hunt groups/teams) on Spoke

Overview

Agents in the Twilio Flex contact center are able to transfer calls to individual back-office users on Spoke, but also transfer calls to back-office call queues (hunt groups/teams) in Spoke. 

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
    Availability and Presence:
    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. 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
    Availability and Presence:
    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 in Flex
  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 in Flex
  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 user, and disconnect from Flex

 

 

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