Interaction team
SAP Contact Centre: Warm Transfer
Aim: The aim of this document is to show how to transfer a call to a colleague (including an
introduction of the caller). It will cover the transfer of a Service Ticket for those colleagues also
using CRM/SAP Contact Centre integration as well transferring the call outside of SAP Contact
Centre.
This function also enables you to consult with a colleague without transferring the call.
Remember
It is important to note that whilst the actions in this document are carried out, you will also be talking to a customer
at the same time. The only point at which the caller is on ’hold’ (listening to music) is when you click dial to get
through to another agent.
For ‘switchboard’ calls to SSV line (or similar), please advise the caller to redial and give the correct telephone
number and if necessary use the ‘warm transfer’ button ensuring that the call connects before clicking transfer.
Included:
 Transfer – to a CRM user not using CRM/SAP Contact Centre integration
 Transfer– to a CRM/SAP Contact Centre integrated user
 Transfer to a non CRM/SAP Contact Centre user
 Blind Transfers and End (currently NOT in use and may be removed)
Transfer – to a CRM user not using CRM/SAP Contact Centre integration
Passing a Service ticket?
You may be passing a service ticket with this call in which case the service ticket number needs to be communicated
to the staff member verbally and you should ensure you save and end as you pass the call so that they can access
the ticket immediately should they need to. Otherwise, completing your ticket and ending can be done in ‘wrap up’
mode).
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Receive a call – see BP iTeam Inbound Call.docx for different types of calls and how they’re processed
Accept
Check details and confirm
Check/edit/create ST – update as appropriate (considering assigning to the correct FT etc.)
Click hold – optional and user preference (this means the caller will hear ‘on hold’ music and gives the agent
the opportunity to Check/edit/create ST at this stage if they don’t need/wish to talk and type)
Save ST
Click warm transfer which will open the dial pad
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Enter the number in the destination field, or select it from the ‘queues’ tab by clicking on the square to the
left
Note: The Queue tab does not actually hold ‘queues’, just contact numbers and SAP Contact Centre Hunt group
numbers so it can also be used for staff not in SAP Contact Centre
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Click dial
When the agent you are transferring to picks up, introduce the caller (provide ST number) and then click
‘transfer’ to pass the call.
Note: ’Reconnect’ will take you back to the caller if you decide not to transfer (also used as the ‘consult’ function)
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You are now in ‘wrap up’ mode (finish off any updates to the ST at this point if necessary and if you haven’t
passed it on to the FT)
Click end to complete the interaction and be ready to take your next call
Transfer– to a CRM/SAP integrated user
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Receive a call – see BP iTeam Inbound Call.docx for different types of calls and how they’re processed
Accept
Check details and confirm
Check/edit/create ST – update as appropriate (considering assigning to the correct FT etc)
Click hold – optional and user preference (this means the caller will hear ‘on hold’ music and gives the agent
the opportunity to Check/edit/create ST at this stage if they don’t need/wish to talk and type)
Save
Note: the above example is showing that we are about to transfer Jamie Oliver to the university accommodation
team for advice about moving out. We are still connected to the caller at this point.
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Click warm transfer to open the dial pad
Enter the hunt group number/direct extension (where appropriate) in the destination field, or select it from
the ‘queue’ tab by clicking on the blue square to the left
Note: when calling a SAP Contact Centre Hunt group number you will never get ‘on hold’ music it will only ring. To
view how many agents are logged in to a Hunt group number you will need to refer to the SAP Contact Centre. (The
screenshot below shows 0 calls waiting for iTeam, x3 agents serving in iTeam and x2 agent free in iTeam and x3
agents serving and x3 agents free in Accommodation Uni with no calls currently waiting).
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Click dial
Introduce caller and check that your FT colleague’s system is displaying a BP name in the top left of the
telephony bar and sees that this is a warm transfer from the status ‘consult’. The account section will not
populate until you have clicked ‘transfer’.
Note: at this point you should also make reference to the ST – either as the most recent in the results list or the exact
ST number if editing an older one
iTeam Agent
 Click transfer to pass the call **
 You should now be in wrap up mode and
 Click end to complete the interaction so that the FT person can edit the ST you have passed, and so you can
be ready to take your next call
Note: ’Reconnect’ will take you back to the caller
FT Agent
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As iTeam agent clicks transfer ** the FT agent should see a confirmed BP in front of them fully populated in
the account screen.
Note: if iTeam agent forgets to ‘confirm’ the FT agent should get the correct BP record loaded in the Enquirer ID
screen and be able to confirm at this point
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If the ST isn’t one of the last five held against the BP record it won’t appear in the initial results list
Click Interaction History
Enter ST number into transaction number field and search (the BP number should already be showing in the
Account ID field). Alternatively clicking search without entering any additional search criteria will show all
STs relating to the current BP (and interaction records which you can ignore)
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Click ST
Review notes/talk further to the customer
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When call complete click hang up (and/or customer hangs up)
You are now in wrap up mode (add notes to ST as appropriate and set status etc)
Save
End – this will complete the interaction (taking you back to the default screen within CRM, Enquirer ID or
Inbox depending on which ‘role’ you are logged in as, and return your status to ready to take a call within
SAP Contact Centre in line with whichever queue(s) you are logged into)
Transfer to a non CRM/SAP Contact Centre user
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
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


Receive a call – see BP iTeam Inbound Call.docx for different types of calls and how they’re processed
Accept
Check details and confirm
Check/edit/create ST – update as appropriate (this can also be done in wrap up mode after transferring call)
Click hold – optional and user preference (this means the caller will hear ‘on hold’ music and gives the agent
the opportunity to Check/edit/create ST at this stage if they don’t need/wish to talk and type)
Click warm transfer
Enter the number in the destination field, or select it from the ‘queue’ tab by clicking on the blue square to
the left
Note: The Queue tab does not actually hold ‘queues’ just contact numbers which is why you can also use it for Staff
not in SAP Contact Centre or CRM
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Click dial
When the agent you are transferring to picks up, introduce the caller and then click ‘transfer’ to pass the call
Note: ’Reconnect’ will take you back to the caller (also used as the ‘consult’ function)
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You are now in ‘wrap up’ mode (finish off any updates to the ST at this point if necessary)
Click end to complete the interaction and be ready to take your next call
Blind Transfer & End
Note: this button should only be used during very specific business critical times such as when we are
working with MCD on their Confirmation and Clearing exercise – full guidance on the appropriate use
of this button should be obtained from an ITL.
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Click blind transfer & end
Dialpad opens
Enter phone number or select from queue tab
Click“Transfer and End”
Agent now in wrap up mode
End to be ready for new call