Call Transfer and 3rd-Party Verification

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Local Call Transfer:
  • Allows transfer of calls within the call center to specific agents or a designated group of agents who are logged in to the SunDial Agent
  • Transfers voice along with data collected by the initial agent

3rd-Party Verification:
  • Transfer calls to 3rd-party verification services or your customers
  • Allows the passing of the customer's phone number or ANI as caller ID to the 3rd-party
  • Agent can mute the customer, connect the agent-customer-verifier in a 3-way call, and drop off the call, leaving the customer and verifier connected (call hairpinned)

Next -> Audio Recording and Monitoring