Active Calls

You can easily manage the live outgoing and incoming calls by simply clicking on Active Calls from the left navigation panel.

It shows the list of all ongoing calls and displays the relevant details related to the caller, their number, status, and duration.

When a call is answered, it gives you the below options to perform on the call.

Click Hangup to disconnect the call.

Smartflo panel allows call transfer in two ways:

Call Transfer via Intercom

In order to transfer the call from one agent to another through the panel, click on Listen/Whisper. You will see the below options:

Click Monitor to silently monitor an ongoing call.

Click Whisper to talk to the agent without the client knowing about it.

Click Transfer to offer an ongoing call to another agent or supervisor. This button is visible only for incoming calls.

Click Barge to initiate a three-party conference call.

Call Transfer via Intercom

In order to transfer the call from one agent to another through Intercom, press # on your softphone followed by the agent's intercom number.

The agent's intercom number is listed along with relevant details under the Agents section.

Feature Code

1. Click on the Feature Codes to view the codes used for transferring calls.

• Blind Transfer: Transfer the call directly without attending the call.
• Attended Transfer: Transfer the call after attending the call.
• Conference Call: Click to make the call as a three-way conference call.

2. Click on the More+ button to view the status of calls.