How to transfer calls to teams in the Contact Center App of Apptivo?

The Contact Center App of Apptivo enables you to transfer your incoming calls to teams. Once the call is transferred to a team, the call can be picked up and answered by any of the agents in the team.

Consider you have received a call from one of your contacts. Once the call is answered, the dial pad will come into view.

• To transfer a call, click on the Transfer icon located in the Incoming Call window.

• You can transfer your customer’s call to a team, agent, or external phone number.

• You can see a team is selected. Here, Service Team.
• Once a team is selected, the call will be added to the Call Queue of the selected team until an agent from the team answers the call.
• The customer will be kept on hold with music until the call is connected to the team.

• Once the call is answered by a team member, the customer’s call will be connected to the agent who answered the call.