How to handle call transfers using the Phone Dialer in AMS+

This article explains how to transfer live calls using the Phone Dialer in AMS+. You can transfer calls to another user, a ring group, or an external phone number.

For more on using VoIP features in AMS+, including training and related resources, see this feature overview.

Requirements

• Your agency’s AMS+ account must be subscribed to the Elevate package.
• Your agency’s AMS+ account must have at least one VoIP phone number. Learn more.
• You must be logged into AMS+ as an Agency User or Agent CRM User.
• You must be assigned to a Security Group with the Sales Enablement Visible permission.
• You must have working audio (e.g., headset or speakers).

Transfer a call to an internal number

You can transfer both outbound and inbound calls.

Note: The user or ring group must be available (logged in and have the Phone Dialer interface open). Users will appear as "Available" in the Transfer menu if they are ready to accept a transfer.

While on a call, select the Transfer button in the Phone Dialer interface.

In the Transfer menu, choose an available user or ring group.

• Only users that are assigned to a Security Group with the Sales Enablement Visible permission will appear in this menu.
• These users 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. Do not choose a user or ring group that is unavailable.

Select the Transfer button in the Transfer menu to start the transfer.

• The caller will hear hold music.
• The receiving user has 20 seconds to accept the call.
• If it's a ring group, the call will move to the next available user if not answered.

If the other user answers:

Explain the reason for the transfer.

Select the Complete Transfer button to hand off the call.

If the other user doesn't answer:

Select the End Transfer Call button to cancel the transfer attempt.

Note: Do not select Complete Transfer if the other user doesn't answer. This will disconnect you and leave the caller on hold indefinitely.

Select the Pickup button to resume the call with the original caller. After resuming the call, you can choose another user or ring group, or take a different action.

Transfer a call to an external number

You can also transfer a call to an external number by merging the call.

While on the call, select the Hold button in the Phone Dialer interface.

The system will automatically place the call on hold and play hold music. The hold music is customizable. Learn more.

In the Phone Dialer interface, select the Dial Number button and enter the external number or select it from the Phone Book.

When the external party answers, explain the transfer and 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.

If the external party does not answer:

Select the End Call button.

Select the Pickup button.

This resumes the call with the other person.

Once you're back on the call, you can take other actions as needed.

If you leave the call and need to rejoin, select the Active Conferences button in the Phone Dialer interface, and choose the active call to rejoin the conversation.

Cold transfer option

For a cold transfer, follow the same process and immediately transfer the call without introducing it. If the internal contact doesn’t answer, the caller will hear the user’s voicemail.

Accept a transferred call

To accept a transferred call:

• Be logged into AMS+
• Have the Phone Dialer interface open
• Have working audio (e.g., headset or speakers)

When the transfer comes through:

• Select the Answer or Ignore button
• You have 20 seconds to respond
• If accepted, wait a few seconds for the transfer to complete