Hold the line when tranfering call.

Question

This is Svetlozar. I'm wondering if there is an option to hold the call when transferring it to another person. Currently, Zoiper just transfers the call and disconnect it.

This is not what we have in our phone-system. When using the phone-system the call is automatically put on hold when transferred to another number. During the call-hold, the support-agent is able to reach another support or sales agent and discuss details about customer inquiry. When the details are transferred and the support-agent close the phone, the customer is automatically transferred to the second-agent if first-agent hangs up the phone, or returned back to first-agent if the second-one hangs up the phone.

Furthermore, if the second-agent doesn't answer the call, the first agent is able to continue the communication with the customer.

With the default Zoiper settings, the call is just transferred to the other number and we can't be sure whether the customer is able to reach the second-agent or to hand off already discussed information with the customer.

My question is, is there an option to configure Zoiper to hold the customer while the agent is looking for another agent to transfer the call?

Thank you very much in advance.

Answer 1

Hi,

Such call handoff is currently not supported. We are working on adding the possibility of remote call pickup, but this would still not offer such tight integration. Most standalone softphones cannot do this because they're not so tightly integrated with the PBX and due to other technical reasons.

Comments

Thanks for the information and clarification :)

Stay healthy,

Svet

Answer 2

Put the first call on hold, then dial *2 followed by the new number

when they answer, press the hold key again, speak to them, then press the end call