Transferring to a Department

Transferring to a Department

All employees need to be ready to transfer a call to a department.  Customers will search the internet and call the 1st number presented which may not be the location or department they really want.  The term "Hunt Group" no longer exists with GoTo.  The new term is "Dial Plan". Each department is assigned a Dial Plan.
  1. Place the customer on hold.* 

  2. Click the Transfer icon.
  3. In the "To:" field type the location or department you would like to transfer to.  You can also search a person. 
  4. To finish the transfer, select your desired method of transfer.
    1. Direct = Will transfer blind.  Retains caller ID
    2. Warm = Allows you to talk with the person before the transfer completes.  The Customer is on hold and will not hear your conversation.
      1. Instruct the person transferring to, not to hang up.  Tell them to stay on the line; when you complete the transfer, the customer will be live with them.
    3. Send to voicemail
  5. Once you select the desired transfer method click "Transfer" or "Next" (depends on the selection)

Additionally, you can click on Contacts - Groups - Dial Plans to view all the department extensions.


*Avoid talking to yourself trying to figure out what to do while the customer is still live on the phone.  Put them on hold so they are not listening to you trying to find the correct place.

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