features_transferPlease refer to your Handsets user guide to determine whether your handset can support attended transfer, unattended transfer or both. However our Super Switchboard package allows you to use its Mid Call feature suite to handle both attended and unattended transfers on any type of phone including landlines, mobiles, VoIP handsets, or softphones. It achieves this by using push button tones to access the facility.

Transferring Calls

You can transfer incoming calls on your dmSwitchboard extension to the right party.

There are two ways of transferring calls:

  • Unattended transfer – place the received call on hold then dial the right number and transfer the call right away
  • Attended transfer – place the received call on hold, call the right number and introduce the caller before transferring the call

Unattended Transfer

  1. Call comes in
  2. Answer the call and determine if the call needs to be transferred to the right party
  3. Press ** to access the “Mid Call Menu”
  4. In the Mid Call Menu, press 8 and you will prompted to enter the phone number of the right party. It can be a 3-digit extension or the full number
  5. Press #
  6. An automated message will say “dialing…”, followed by the numbers you dialed. You can skip the message by pressing *
  7. If you allow the automated message to finish, you will hear a “goodbye” before being dropped from the call while the caller is automatically transferred. If the right party is available, the caller will hear a ringing tone until the call is picked up

Attended Transfer

organization
  1. Call comes in
  2. When an attended transfer is needed, press ** to access the “Mid Call Menu”
  3. Once in the Mid Call Menu, press 2
  4. Enter the phone number or extension of the right party followed by #
  5. An automated message will confirm the number you entered
  6. If you entered a wrong number, press 1 to dial the number again
  7. Press # to skip the automated message and get connected to the right party
  8. If the right party is available, you will hear a ringing sound until someone answers the call
  9. If the right party is unavailable, or if the call failed, an automated message will inform you before reconnecting back you to the caller
  10. If the right party picks up your call, you may brief them about the caller before transferring. If you need to introduce the caller to the right party, press 2 to conference.
  11. Complete the transfer by pressing 8
  12. To cancel the transfer, press * to return to the caller

IVR (Interactive Voice Response) Conventions

We strive to have our IVR menus and flows consistent across all telephony services

  • pressing the asterisk symbol [*] will generally mean cancel or re-enter a number
  • pressing the pound sign [#] will generally confirm an input or skip an automated message
  • menu options aim to use the key that matches the first letter of a specific option (e.g., [A]ttended transfer is 2 as the letter A is on the number 2 on the telephone keypad)

Tips on Using the IVR Successfuly

  • Replace handsets with worn out or poorly made buttons than can cause errors when pressed
  • Use a headset or earphones instead of the hands-free or loudspeaker option for clearer communication
  • have poor phone lines serviced regularly