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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 you click OK, your caller is put on hold and the destination number rings. A confirmation window opens.
The confirmation window displays the following buttons: Switch to Caller, Complete, 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. You can continue toggling back and forth to speak with the different callers.
- Choose Complete to transfer your caller to the third party caller, end you your connection with both callers, and enter Wrap-up mode.
- Choose Cancel to not proceed with the transfer.
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