In the Call forwarding settings you can set up what extensions you want your agent's to be able to forward inbound calls to. This can be useful if you have a firm division about who handles what types of cases in your company.

To select who it should be possible to forward a call to simply click the type dropdown box.

This opens a new window where you can select which user, campaign, or custom extension you want to forward to.

Simply who you want to set up the forwarding to, you can also add a note to the selection, to be shown when selecting who to forward a call to.

Before you hop into the dialer to transfer a call make sure you go into the Campaign settings -> settings -> Phone, here you can find the setting Enable call Transfer. This needs to be turned on for you to be able to forward calls.

With the call transfer enabled you are now ready to start transferring calls from the dialer.

When you open the dialer a new button has appeared next to the pick up button, featuring 2 arrows. This is the transfer button, it is inactive when you are not actively in a call.

During an actual call you can click the transfer button and a small window will open up.

Here you can choose who you want to transfer the call to and you can see the availability of agents in the system. And you can also enter a phone number to transfer directly to a number you don't have preselected.

Then you simply select Blind transfer (the crossed out eye), to just transfer the call straight over, or Attended transfer (the eye) to get on the line with who you are transferring to and let them know you are transferring the call.

When you set a campaign as a call forwarding option, you must make sure the campaign has a number set in its inbound settings. If there is no inbound number set then the call forwarding will fail. When the call is then forwarded to that campaign, any agent currently active on the campaign will be offered the call as if it was an inbound call.

When you set a specific agent as one of your call forwarding options, the call will be forwarded to the number that is set as the user phone number, or whatever inbound number is set up as the inbound number on the campaign that agent is active on. So we recommend making sure the user number is set up for inbound calls, if it is not then it is dependent on the campaign they are active on, which is a lot less reliable.

If you have set an external number for the call forwarding then there is nothing more you need to set up in Adversus.