In this article, we show how to make a phone call to another number in an existing phone call.
Example of a typical situation from the call center industry
As an agent, there are several problems you for sure will bump into. At some point, you will most likely try calling the phone number listed on your lead and the wrong contact person or the wrong department will pick up the phone. You may come to get in touch with the wrong department or person and they may give you the correct phone number to the correct department or lead you are trying to contact. Then what do you do?
We have made it possible for you to make a call to another phone number while being in an existing call. That means you can dial another number while talking to your existing lead. Then you can hang up with your existing lead and call the new number without having to close your existing lead.
How to set up this feature
1. You will have to create a lead field which could be called 'Phone 2'
(Guide to creating leads fields here).
2. When you are talking with your lead, can you enter the extra number in the newly created lead field.
3. After entering the number in the field, you can end the active call on the red button.
4. When the active call is completed, enter the '' new '' number into the dialer and press the green button to dial.