Conference Calls and Transfers

The CallTrackingMetrics softphone can be used for conference calls and transferring calls.  These options appear as buttons on your softphone during inbound or outbound calls.

Conference calls are available on Sales Engage, Enterprise, Growth, and Connect plans.

Call Transfers are available in Sales Engage, Enterprise, Performance, Growth, and Connect plans.

Conference Calls
To turn an ongoing call into a conference call, or to add additional members to an existing conference, click the +Add button on your softphone.  An additional menu will appear with four options:

• Add Agent: allows you to select from a list of other agents (users) in your account
• Add Number: allows you to select from a list of receiving numbers in your account, or type in any number you wish.
• Hold and Add Agent: places the call on hold, then allows you to add an agent from your account.
• Hold and Add Number: places the call on hold, then allows you to choose a phone number to add to the call.

Transfer Calls

The transfer a live call, click the Transfer button on your softphone.  An additional menu will appear with four options:

• Agent: transfer the call to another agent using the softphone in your account.
• Number: transfer to a receiving number in your account, or enter in a new number to send the call to.
• Queue: transfer to a queue in your account.  The “allow transfers” option must be enabled in a queue for it to receive transferred calls.
• Menu: transfer to a voice menu in your account.  The “allow transfers” option must be enabled in a menu for it to receive transferred calls.

Note: You will be billed for any calls transferred from CTM.