Using the Warm Transfer (Collector) Script Block
The Warm Transfer (Collector) block automatically selects a warm transfer number based on a prior collector value. For example, a business may want to set up transfers for callers asking to speak with specific staff members within the company. With a Warm Transfer (Collector) block, we can match up a Condition (specific person) with a Comparison (which person was selected), which alleviates the need to set up multiple Warm Transfer blocks for each individual employee.
In this article we'll discuss:
Creating the Warm Transfer (Collector) Script Block
After you've configured your transfer script (if applicable), you'll need to choose where to transfer calls to. You can either select the Transfer to Number option and manually type in the contact's name and number, or you can choose the Transfer to Profile number option which will allow you to choose a specific Profile and number to transfer calls to.
Once you've chosen how you'd like to transfer calls, you'll need to configure your Conditions and Comparisons accordingly. In our example, we'll match the Condition "Specific Person" to a Comparison of the name the agent selected from a Specific Person logic block. First, select your Condition from the appropriate dropdown. We'll choose Specific Person from our list of Custom Collectors.
Next, type in your Comparison. We'll be typing in the names of the people we have listed in our Specific Person logic block.
After your Condition and Comparison fields are completed, enter in the transfer number(s) accordingly. If you'd like our agents to attempt to dial 2 numbers for each staff member, add the secondary number in the Additional Transfer field.
Implementing the Warm Transfer (Collector) Block into a Section
Once your Warm Transfer (Collector) block is created, we'll need to add it into it's own section.
Creating New Closing Blocks
Once you have finished creating the Warm Transfer (Collector) block and adding it to it's own section, we'll need to configure the steps that follow this action. As we've shown above, the Warm Transfer (Collector) block comes pre-programmed with the following logic options:
- Successfully Transferred Call
- Employee Refused the Transfer
- Caller Refused to be Transferred
- Unable to Transfer Caller
Each of these options needs to point to a subsequent block. You may want agents to continue gathering more information if they're unable to transfer. However, in this tutorial, we'll be ending the call with a Closing block after the Warm Transfer.
Text to use for Employee Refused Transfer and Unable to Transfer:
Text to use for Caller Refused Transfer:
Adjust your Script Workflow
Once you've finished creating your new Sections, it's time to incorporate them into your script Workflow.