PSTN calls can be transferred to any external telephone number by way of a warm transfer. 

For this feature to work, each queue which will be transferring a call will need to have an outbound number configured for it. Configuring this outbound number enables the transfer option to appear in the console and will be the number which calls outbound to the target number.

At the time of writing, Talkative Support will be required to configure these numbers, so please reach out to them with details of the requirements.

The warm transfer feature is accessed in the menu you would use to transfer to a user or a queue. When configured a third option appears, “Phone”. Selecting this option will show the text entry where you must enter the target telephone number. This should be entered with the appropriate country code, for example, +447874955123.

Once you click to begin transfer. The customer will be placed on a hold so they will be unable to hear the outbound call to the target number. 

Outbound transfers do not have the ability to send DTMF tones, so agents will not be able to navigate IVRs

Whilst the transfer is in progress, a sidebar will appear in the console. This sidebar has the options to remove the customer hold, complete the transfer or cancel the transfer.

Remove Customer Hold

Depending on how you complete the transfer, you may wish to remove the customer from hold. Removing the customer hold whilst still in the middle of the transfer will allow you to speak with the customer and the transfer target, this can be useful if you wish to introduce the customer and the transfer target before leaving the call. This is optional, and if you did need to speak with the customer briefly, you could and then put them back on a hold.

It is not required to remove the customer from hold before completing the transfer, as the act of completing the transfer will remove the customer from hold automatically.

Complete Transfer

Completing the transfer will remove the customer from hold and then remove you from the call without ending the call. This will effectively conference the customer and the transfer target together.

It is not required for you to wait for the call with the transfer target to connect. With this you could do a cold transfer and simply start the warm transfer process and then complete the transfer immediately. This would remove the customer from hold, and they would be able to listen to the wait music or dial tone for the transfer target. Additionally, if there is an IVR to navigate, the customer could use the DTMF tones to interact with it.

Cancel Transfer

If you wish to cancel the transfer and remove the transfer target from the call, you can do so by clicking cancel transfer. Cancelling the transfer will remove the transfer target from the call and remove the customer from hold.

When you cancel a transfer, the sidebar for the transfer will be removed and you may begin a new transfer if necessary.