Adding a 24/7 warm transfer followed by a cold transfer to your script

NOTE: As of Spring 2020, some internal and user-facing SAS systems have been updated to better suit the needs of our customers. Because of these updates, your online portal view may look different than the pictures shown below. If your portal looks different, please refer to this article for updated instructions.

Adding both a warm transfer and a cold transfer to your script is a perfect way to use a Specialty Answering Service agent as your personal virtual receptionist. With both transfer options built into a script path, we'll hang on the line on the warm transfer attempt. If we reach voicemail or you don't want to take the call, we'll get back on the line and cold transfer the caller to another number. This time we won't wait for you to pick up. The call will be transferred directly and the agent will disconnect the line.

The Call Script Builder makes creating transfer options easy. This tutorial will describe how to build a 24-hour warm transfer followed by a cold transfer. Keep in mind that for this tutorial, the profile assigned to your path must have its business hours set as 24, or your "From" time as 12:00 AM and your "To" time as 11:59 PM. We'll be tackling this build in a few parts:

If 24-hour warm + cold transfers aren't the type of transfer you are looking for, please visit our transfer overview page for links to other types of call transfer tutorials, such as how to add warm or cold transfers only, or restrict transfers to business hours.

Adding the Warm Transfer Step


1. You'll need to navigate to the Call Script Builder so you can access your answering service script. Click on the Scripts link from the left navigation menu. Next, click the Details icon to the right of the script you would like to edit, then click the blue Edit your script button.

2. With your call script open, click the  + sign next to the name of the path you would like to edit. Then, click on the step before the the step where you want to insert the transfer option. In our example, we'll be adding the Warm Transfer option before the Closing step. We'll click on the step RegardingOther, and you'll see the details open on the right.

3. At the bottom of the step details, you'll see the words  Next Step followed by a drop down menu. Since we are inserting a new step, click on the  (dash) symbol. It will be the first option in the menu.

4.  With the   chosen, click the grey Save button in the lower left corner of the step details screen. Your call path will repopulate on the left showing a red dot with the words New Step next to it. Click on New Step. Then from the Step drop down menu on the right, select the Warm Transfer option.

5. Click the  Continue button. On the next screen, you'll need to complete the Warm Transfer variables:

  • Step Label: We're using WarmTransferRob as our step label since we'll be trying to transfer to Rob first.
  • Text: The text in the transfer step typically asks the caller to hold a moment, and also includes instructions for the operators on what to do if they reach voicemail. If you'd like, you can copy and paste this text and coding directly into your script: One moment please while I transfer you. May I place you on a brief hold?(L)(L)(R)CSR: If N/A, leave a message:(E) (G)Hello, this is SAS with a call for you from: [FirstName] [LastName], their number is: [PhoneNumber]. Thank you.(E)
  • Transfer Number: Here you can either type the transfer number in directly, or check the box Use profile information for transfers. For information on how to assign this path and step to the proper profile, visit the tutorial How to Assign a Call Path to a Specific Profile. Then edit your profile information by following this tutorial.

At this point, your screen should look like the one below:

6. To apply the change, click the grey  Save button at the bottom left of the step details. Now take a look at the left side of your screen. Your script has reloaded and automatically inserted all of the elements you'll need to complete the patch. You should have options created for After HoursAnswered, and No Answer.

  • After Hours: With a 24-hour transfer, this option does not need to be programmed. Since the hours in the profile assigned to this path are 24, the operator's script will never show this option. But don't delete it in case you want to use it later. NOTE: If you've set business hours in your Profile, you will need to complete this path. Please see our transfer overview page and continue with a tutorial that routes calls based on business hours.
  • Answered: We'll create the action the operator should take if you answer the phone here.
  • No Answer: If you don't answer, this is where we will insert the Cold Transfer.

Building the Warm Transfer Option


Now that we have our warm transfer path built, we'll add a closing step that will tell the operator what to do if you answer the call.

1. Under WarmTransferRob, expand the  Answered path, then click on New Step. This will open the new step option on the right. Choose Closing from the drop down menu, then click Continue. With this step, we're making sure that if you answer the phone, we close the call.

2. With the  Closing step to the right, complete the Step Label, Text, and Outcome variables:

  • Step Label: We're using ClosingWT as our step label since we'll be closing this call after a successful warm transfer.
  • Text: We're using the following text: Hi this is [OpName] from SAS, I have [FirstName] [LastName] on the line. Their phone number is [PhoneNumber].(L)(L) Please let me know when you are ready and I will transfer the caller.
  • Outcome: Since we'll be closing this call after a successful warm transfer, we'll label this outcome Warm Call Transferred.

At this point, your screen should look like the one below:

3. Click the  Save button in the bottom left corner of the details pane and you'll see the left side reload. The ClosingWT step has populated under all of the WarmTransferRob options, like in the screen below. This needs to be changed.

4. Click on the WarmTransferRob step, followed by the red  View Options button in the lower left corner of the step details. Now we'll adjust the options to make sure that calls are only transferred if we reach you. The options menu should look like the one below:

5. Click the  Edit button to the far right of the After Hours line. The line will appear highlighted. Now, click the drop down box under Next Step and select the  step.

6. Do the same for the  No Answer line, and your options menu should look like the one below:

7. You've updated the options, but you haven't applied your changes yet. Click the  X in the upper right corner of the options menu to close it. Now back on the main screen, under the Warm Transfer text, click Save in the bottom left corner. Your path will repopulate, and you will see that After Hours and No Answer are followed by a New Step and not ClosingWT.

Building the Cold Transfer Options


With the warm transfer option completed only if you answer the call, we'll need to finish the build by adding the cold transfer option.

1. Under the WarmTransferRob step, click on  New Step under No Answer. This will bring up the step menu on the right. From the drop down menu, select Transfer. Here, we'll be telling the operator to cold transfer the call if you don't answer the first time. The Transfer step doubles as a Closing.

2. Complete the Transfer step by filling in the following:

  • Step Label: We're using ColdTransferKatie as our step label since we'll be cold transferring the call to Katie if we can't reach Rob.
  • Text: Since this is a cold transfer option after we've already tried a warm transfer, you'll want to change the default text, “One moment please while I transfer you,” to something similar to, “Thank you for your patience. No one was available but I am going to transfer you to a different number. May I place you back on a brief hold?”
  • Transfer Number: Here you can either type the transfer number in directly, or check the box Use profile information for transfers. For information on how to assign this path and step to the proper profile, visit the tutorial How to Assign a Call Path to a Specific Profile. Then edit your profile information by following this tutorial.
  • Outcome: We want to know what happened when the operator closed the call, so we'll name this Cold Transfer Katie.

Your script should like the screen below:

3. With the variables in place, you'll need to save your work. Click on the grey  Save button in the bottom left corner of the script details.

Congratulations! You've just programmed a Warm Transfer followed by a Cold Transfer into your script. Remember, the transfer you programmed is a 24/7 transfer. If you want to only transfer calls during business hours, check out some of our other transfer tutorials.

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