Page Comparison

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• Blind: Also known as a cold transfer – the outcome or success of the transfer will remain unknown. Once you click OK, the system will attempt to transfer your caller to the destination number entered, your connection will end and your CCA will enter Wrap-up mode.
• Controlled: Also known as a warm transfer – allows you the chance to first speak with the third party while your caller remains on hold. Once  Once you click OK, your caller will be is put on hold , and you will hear your the destination number ringing, a rings. A confirmation window will open.Image Removed
Only click Yes once you've spoken with the third party. At any point you may click No to cancel the transfer and resume your current connection on hold. After clicking Yes, your caller will be transferred to the third party, your connection will end, and your CCA will enter Wrap-up mode.
Note: opens.
The confirmation window displays the following buttons: Switch to Caller, Join, and Cancel. A timer above the Switch to Caller button displays how long (in hours:minutes:seconds) the caller has been waiting.
     - Choose Switch to Caller to speak with your caller. When you do, the button changes to Switch to 3rd Party to switch back to the third party caller. 
     - Choose Join to initiate transferring your caller to the third party caller. The button changes to Complete. At this point, you can switch back and forth between your caller and the third party caller using the Switch to Caller/Switch to 3rd Party button. Click Complete to finalize the transfer, end you connection with both callers, and enter Wrap-up mode.
     - Choose Cancel to not proceed with the transfer.

Choosing the Caller ID
When on transferring a call with a customer, there may come a time when you need to transfer the call to another agent, or to somewhere else entirely. The CCA allows you to choose which Caller ID the receiving party of the call will see. This may make it more likely that the party receiving the transferred call will pick up.

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