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Transferring Calls using CyDesk

This article will guide you on the proper (and easy) procedure on how to transfer calls in CyDesk.

NOTE:  Following the proper procedure in transferring calls using CyDesk ensures that the customer calling or calls are handle properly thus providing excellent customer/ caller experience.

There are several ways in transferring calls.  This article will show you the following:

Supervised transfer

Unsupervised transfer

 

Also known as a Warm Transfer, will enable you to speak with the other person or agent on the other line before transferring the call to them.

1.  When you are on an active call, you can simply transfer a call by “Drag and Drop.” Using your mouse,  click on the caller's name displayed on the Active Call screen and drag it down and drop it into the person's name or agent's name on your Teams window, of whom you would like to transfer the call to, and then release your mouse button. This will place the caller automatically on hold.  At the same time, CyDesk, through your phone, places a call to the team member you are transferring the call to.

2.  If the person or agent on the other line accepts the call, you can hang-up by simply pressing the Transfer button in CyDesk afterwhich, the call will be transferred.  Moreover, releasing the call using your phone or hanging-up in any manner will do the same.

3.  If the person or agent on the other line does not wish to take the call, did not answer the call, or you simply wish to cancel the transfer, you can click on the hang-up button to bring the caller, currently placed on hold, back to you.

*Alternatively, you can right click on the person or agent you would like to transfer the call to, and choose the option Hold then call **** and simply follow steps 2 and 3 above.

 

This type of transfer, also known as a Cold transfer, is transferring a call directly without speaking to the person or agent on the other line.

1.  When you are on an active call, you can directly transfer a call by “Drag and Drop.” Using your mouse,  click on the caller's name displayed on the Active Call screen and drag it down and drop it into the person's name or agent's name on your Teams window, of whom you would like to transfer the call to, and then release your mouse button. This will place the caller automatically on hold afterwhich, you can hang-up or click the Transfer button on the Active Call screen.

 

2.  Alternatively, you can right click on the person or agent you would like to transfer the call to, and choose the option Transfer to***.

 

 

To download the full version of the CyDesk Agent Quick Start Guide, please click here.

 

End of article.

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