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Hold, Transfer, and Camp Calls in the Call Center Client

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This article provides instructions on how to hold, transfer, and camp calls in the Call Center Client.

Hold and Resume Calls

To place a call on hold, click the HOLD button for the target call. To resume a held call, click the ANS button for that call.

You can only put an active call on hold.

NOTE: If you are using the Remote Office service, the Hold and Resume buttons are disabled.

Transfer Calls

There are a number of ways that you can transfer a call: blind transfer, transfer with consultation, or transfer to a queue.

Blind Transfer

Use this method to transfer a call without providing an introduction to the destination party. Calls may be transferred this way while active, held, or ringing (in) on your phone. In the latter case, the system redirects the call before it is answered.

To blind transfer a call to a contact:

  1. In the Call Console, select the call to transfer.
  2. In the Contacts pane, expand the directory from which you want to select a contact.
  3. Click the destination contact and click TXR for that contact. If there is more than one number available for a contact, use the drop-down arrow next to TXR to select from the available numbers for the contact.
  4. The call is transferred and removed from the Call Console

To blind transfer a call to an ad hoc number:

  1. In the Call Console, select the call to transfer.
  2. In the Dialer, enter the destination number and click Transfer.
  3. The call is transferred and removed from the Call Console.

Transfer with Consultation

Use this method to transfer a call with an introduction to the destination party. Calls may be transferred this way while active, held, or ringing (in) on your phone. In the latter case, the system redirects the call before it is answered.

  1. Place a call to the person you want to transfer the call to. If the first call was active, it is put on hold.
  2. Speak with the destination party when they answer.
  3. When ready to transfer: from the Call Console, select one of the two calls. Move the mouse over the call that is not selected and click TXR.
  4. The calls are connected and removed from the Call Console.

Transfer to Queue

You can transfer a call back to a queue. A transferred call is placed at the bottom of the queue.

  1. From the Call Console, select the call to transfer.
  2. In the Contacts pane, expand the Queues panel.
  3. Click the destination queue and click TXR for that queue.
  4. The call is transferred to the selected queue and removed from the Call Console.

Alternatively, drag the call onto the target queue and click TXR for that queue.

Conduct Busy Camp On

Busy Camp On allows you to find a temporary parking place for a call by placing it on hold for a busy contact. The call is automatically transferred to the destination when the contact becomes available.

Agents can camp calls on monitored contacts in their Supervisors directory, and supervisors can camp calls on monitored contacts in their Agents directory.

A call to camp must be active or held, and the destination contact’s phone state must be either Busy or Ringing.

To camp a call on a busy contact:

  1. From the Call Console, select an active or held call.
  2. In your Supervisors or Agents directory, select the contact to camp the call on. The contact’s phone state must be Busy or Ringing.
  3. Move the mouse over the contact and click CAMP.
  4. Once the call is camped, it is removed from the Call Console.

If the camped call is not answered within a predefined time, the call is recalled and it reappears in your Call Console.

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