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Transfer a call to a person

A spoken escalation message and a working telephone transfer are separate things. The destination and your phone connection must be set up before a caller can reach a person.

1. Choose the destination and coverage

Section titled “1. Choose the destination and coverage”

Choose the team phone number that should receive transferred calls, who will answer it, and what the agent should do outside those hours. Ask the Foan team to check the routing for your connection if it has not already been configured.

2. Write what the caller hears

Section titled “2. Write what the caller hears”

Open the agent and find Escalation Message under Call Messages. Write a short message that explains the handover, then Save. Also describe in the agent’s task when a person is needed.

3. Check the complete transfer

Section titled “3. Check the complete transfer”

Once routing is ready, arrange a controlled test with your own team. Check the caller hears the handover, the destination rings, and both people can speak. A browser preview or an escalation sentence alone does not verify the phone transfer.

If it does not reach your team

Section titled “If it does not reach your team”

Share the call time and which agent handled it with support. Do not repeatedly call customer numbers while checking routing, and do not promise a transfer is ready until the complete test succeeds.

Next steps

Section titled “Next steps”