How to handle call transfers in AMS+

Overview

Our Phone Dialer enables seamless call transfers to other users and ring groups within AMS+. This article guides you through the process.

IN THIS ARTICLE

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How to transfer a call to an internal number

To transfer a call in AMS+, you need to have the Phone Dialer open and be on an active call. You can transfer both outbound calls you initiated and incoming calls you received.

Additionally, the individual user or users in the selected ring group who are receiving the call must be logged into AMS+ and have the Phone Dialer open to receive a transferred call. Refer to this section of the article for more on accepting a transfer.

To get started:

In the Phone Dialer, select the ‘Transfer’ button to show the transfer menu.

In the transfer menu, pick and choose a user or ring group to receive the call.

In the dropdown menu, you will see a list of users and ring groups (if set up). Each user will either have a blank status or a status of “Available” or “On Call”. Transfers will only go through to users with the “Available” status. This indicates that the user has the Phone Dialer open and is not on a call.

After choosing a user, select the ‘Transfer’ button.

The call will be temporarily placed on hold while it rings on the chosen user’s Phone Dialer. The person on hold will hear hold music until the transfer is completed.

When the other user answers the call, take a moment to explain why you’re transferring the call. When ready, select the ‘Complete Transfer’ button to finish the handoff. The call will end on your side.

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How to transfer a call to an external number

In addition to transferring calls to internal numbers, you can also transfer calls to external numbers with a few extra steps. By merging calls, you can connect an external party to the original party and then exit the conversation, with the entire call recorded in AMS+.

To get started:

In the Phone Dialer, dial the number you wish to transfer or select it from your Phonebook to start the call.

Wait for the other person to answer.

Once they answer, inform them that you’ll merge the call, then select the ‘Hold’ button to place them on hold.

Dial the external number you want to transfer to, or select it from your Phonebook.

Wait for the external party to answer.

Once the external party answers, let them know you’ll merge the calls, then select the ‘Merge’ button.

Once merged, you can either stay on the call or select ‘End Call’ to leave the conversation, allowing the others to talk privately.

Note: The call will continue to record even after you leave. However, the recording can only be associated with records that include the number dialed first. For example, if you called a client before a carrier contact, the recording will only be associated with records containing the client's phone number, and vice versa.

After exiting a conversation, you can rejoin it if you have the Phone Dialer still open. In the dialer interface, select the ‘Active Conferences’ button and choose the conference you want to join.

Cold Transfer Option: For a cold transfer, follow the same steps but dial an internal number instead. If the internal contact does not answer, the caller can leave a voicemail message.

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How to accept a call transfer

You must be logged into AMS+ and have the Phone Dialer open. Additionally, you must have working audio (headset, computer speaker, etc.) to hear the Phone Dialer ring.

When the call comes through, you will see buttons to either answer or ignore the call. Answer the call if you want to accept the transfer.

After answering the call, you may need to wait a few seconds for the other user to complete the transfer. The call will be kept on hold until the transfer is complete.

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Common questions

What happens if I transfer a call and no one accepts it?
The transfer recipient has up to 20 seconds to accept or ignore the call. At the 20th second, the call will automatically drop from their Phone Dialer. If you have transferred the call to a ring group, the call will move to the next available user, based on the ring group settings.

If you want to attempt another transfer, you will need to cancel the transfer, pick up the call, and choose a new user/ring group from the transfer dropdown menu.

Can I change the hold music?
No, the hold music can't be changed.