Provide more context for Cold Transfer/Blind Transfers so the person receiving the transfer can answer the call correctly
Use Case: Users answer calls and then blind/cold transfer the call to other users. Blind/cold transfers use the ANI and Caller ID of the person performing the transfer.Impact: The person receiving the blind/cold forward is unaware that the call is a forward. They handle the call thinking that it is a direct call from the transferring party. They are not contextually aware that it is a transferred call or who the original caller is.Feature request: Add context to blind/cold transferred calls so that the person receiving the transferred call can understand who the original caller is and who's performing the transfer.Bonus feature request: If the original call was placed to a queue agent, include the queue name in the context details. Example: "Forward from: Customer Service - Ashley Jones" where "Customer Service" is the name of the Call Queue and "Ashley Jones" is the name of the user performing the transfer.
Matt
shared this idea
-
Mark
commented
I really can't believe I'm blind to the fact that someone is forwarding a call to me with all this IP tech. I usually don't answer calls going to the queue as that's what my staff is for. But sometimes I'm specifically needed and they forward to me and I'll end up letting the phone just ring as I have no idea it's being forwarded.