Call Operations

When both the parties (customer and agent) connect over a call, thereafter, the agent can perform the following operations as illustrated in the screenshot:

1. Mute: Click the button to mute the call.
2. Hold: Click the button to put the call on hold.

Now, the agent can put an ongoing call on hold by pressing the Hold button. The call receiver will hear a hold music when this button is pressed.

You can check the Agent's On-hold status in the Smartflo portal. Click here to know more about it.

3. Blind Transfer: Click the button to redirect the call to an agent who can solve the query of the customer.

Let's understand how the Blind Transfer feature works.

i. Click the Blind Transfer button.

ii. Enter the number or select the Campaign Agent or the Quick Transfer Agent from the dropdown list.



Note: You can only select the Campaign Agent, if the agent assigned for that particular
campaign in the admin panel is available at that moment.

iii. Click on the Transfer button to redirect the call.

4. Consult Transfer Click the button to connect with a person before transferring your call.

Let's understand how the Consult Transfer feature works.

i. Click the Consult Transfer button.

ii. Enter the number or select the Campaign Agent or the Quick Transfer Agent from the dropdown list.

Note: You can only select the Campaign Agent, if the agent assigned for that particular
campaign in the admin panel is available at that moment.

iii. Click on the Transfer button to redirect the call.

5. Conference Click the button to add a third-party in the ongoing call.

Let's understand how the Conference feature works.

i. Click the Conference button.

ii. Enter the number or select the Campaign Agent or the Quick Transfer Agent from the dropdown list.

Note: You can only select the Campaign Agent, if the agent assigned for that particular
campaign in the admin panel is available at that moment.

Note: You can have a maximum of 5 participants in the conference.

iii. Click on the Connect button to redirect the call.

6. Hang Up: Click the button to end the call.