Third-Party Connect enables an agent to transfer a live call to an outside telephone number on the public switched telephone network or the customer’s PBX system.
- Agent: The person who is logged into a campaign and has received a call
- Called Party: The person dialed by the Liberation campaign and sent to the agent
- Third Party: The person the agent transfers the call to
To use Third-Party Connect, the agent simply clicks the Third-Party Connect button on their DialogGuide desktop and enters a 10-digit telephone number (or an extension number) within the presented window. Clicking the Dial button then signals the system to place the current party on hold and dial the third party’s number.
If the system encounters a busy signal, re-order, or any condition other than ringing, a message is returned to the agent indicating the result of the call and the system returns the agent and called party to their conversation.
When the Third Party answers the phone, a “Connected to Third Party” window is displayed. The agent may talk to the third party while the called party holds, conference all parties together, or cancel the conference. If the conference is canceled, the system disconnects the third party and reconnects the called party to the agent.
- Release Agent: The agent is disconnected from the call and the called party and the third party can continue their conversation. The agent can release the record and continue with the next call.
- Release Third Party: The third party is disconnected from the call and the called party and the agent can continue their conversation.
- Release Called Party: The called party is disconnected from the call and the agent and the third party can continue their conversation.
- Release All: All three parties are disconnected from the call.
