How does “Call Transfer” work, between Microsoft Teams Phone and 3rd party call center software

Your company is in the market for a new phone system and you’re looking into Microsoft Teams Phone, and you are wondering, how does “Call Transfer” work, between Microsoft Teams Phone and 3^rd party Call Center Software?

In this video, I’ll explain how your company can transfer calls between Microsoft Teams Phone and 3^rd party call center software, seamlessly, without any extra costs.

Want my recommendations on the best Teams Phone & Call Center providers? Click the button below and ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Here’s a scenario that I see a lot. A company like yours has an on prem phone system today that is both the phone system and the call center software combined into one vendor, for instance, a Cisco Unified Call manager system with Cisco Finesse for the call center software. But it’s all one system, or maybe it’s a ShoreTel system, and it’s combining the call center software on the same phone system. And today, your call center agents are often transferring calls back and forth to regular phone system users for different reasons. Like, for instance, somebody calls in to the call center and they want to to buy something, then it’s a sale call, sales call. But hey, that customer has an unpaid bill that and they need to actually talk to accounting to get that squared up. So that agent needs to transfer that call back to accounting or maybe somebody calls in to a regular phone system user and they really need to talk to somebody in customer service. Well, so that regular phone system user needs to transfer that call into the call center to the so they can talk to customer service.

Your phone system is end of life

Well, that’s working fine today on your on prem system because both the call center and the phone system are on the same platform with the same service provider. But that on prem system is end of life. So you’re having to get rid of it and you’re looking into Microsoft teams phone system.

Teams Phone doesn’t have Call Center Features

 And no doubt you’ve watched some of my videos and you’ve learned that Microsoft teams phone system does not have a call center, a true call center software component. So you’re going to have to go outside of Microsoft teams phone system to get a third party call center software solution.

But how is that going to work? You have your phone system over here, you have your call center software over here. How are you going to transfer calls between the two platforms seamlessly like you do today? Are you going to have to just make a blind transfer and dial ten digits and make a blind transfer and transfer it over there and have to pay for that call? Well, it’s not quite that bad, but I’m going to explain how you do it in this video.

My recommendations

But first, if you’d like my recommendation on the best vendors to quote for Microsoft teams phone system like Operator Connect or direct routing as a service or the best vendors to quote for your call center software solution, reach out and contact me. This is what I do. I love to help you. It’s the reason why I do these videos. So be a nice thank you. If you got something from the VA, reach out, Send me an email, give me a call (714.593.0011). I’d love to help and I will help you make a lot better decision in a fraction of the time.

More information and details on that at the end of this video. And don’t forget to go to our website Aerocominc.com. On the website you can search service providers and call center software service providers by feature read customer reviews. A lot of good stuff there. And don’t forget to hit the like button. Subscribe to the channel and ring the bell and leave me some comments. Let me know what you liked about the video, what questions you have, what videos you’d like to see me do in the future.

How to transfer calls between Teams Phone and a Third Party

If your company is going to use Microsoft Teams phone system and you have a call center and you’re going to use a third party call center application and you want to transfer calls between the call center and the regular phone system users quite a bit. You’re going to want to make sure you use a call center software vendor that allows you to do the following things.

1. Integration with Teams presence

Number one, you want to make sure that that call center software vendor allows presence integration, that means that call center agents can see the presence of Microsoft teams, phone system users and vice versa, meaning that they can see if they’re on the phone or if they’re in a meeting unavailable out of the office today. Things like that.

2. Company directory synced automatically

The second thing is you want to make sure that your cloud call center vendor has real time synchronization with your company directory in Microsoft teams or Office 365 So that in the cloud call center application, you have a full company directory so that if somebody needs to transfer to a call, a call center agent needs a transfer call, they can pull up the company directory and see everybody in its updated real time.

3. Click to call dialing

The third thing is you want to make sure that your cloud call center vendor has clicked dial dialing so that if they need to transfer that call and like we mentioned earlier, they can pull up the company directory, they can see everybody’s presence, they can do a click to dial to dial that number so they don’t have to manually dial in a ten digit number. They just click that person’s name, click dial, and it automatically dials that person.

4. Consultative (3 way call), or blind transfer

Then you also want to make sure that your cloud call center software has the ability to do a consultative transfer or a blind transfer, which means a consultative transfer because it’s calling a 410 digit number. It’s essentially making a three way call. But from your call center agent’s perspective, it just, you know, it’s like consultative. They click on that button, it basically creates a three way call with that person sitting on your Microsoft teams phone system and they can drop off the call after the consultation is made and they make sure that that’s the right place or they can bring the call back if that person is done talking, they can bring the call back to them or they can do a blind transfer and just transfer that call directly to that person and push the call out to that person sitting on the phone system, or vice versa. The phone system folks can do that over to the call center.

5. Dedicated SIP trunk for no usage

And lastly, you want to make sure that your cloud call center software vendor can provide a dedicated SIP connection to Microsoft teams phone system. So what that is, is that allows you to call back and forth between the two platforms SMS for free so that you’re not having to pay for an outbound call every time somebody on one application is calling somebody on the other application or transferring a call.

Which Teams Phone calling plan providers are the best?

All right. I hope that was helpful. If so. And if you’re in the market for this stuff, reach out and contact me. Send me an email, give me a call. I will help you make a lot better decision in a fraction of the time. I’m a broker for all the major vendors out there. So if your company wants a quote for teams, phone system operator, connect or direct routing as a service, things like that. Or you were looking for a great cloud call center vendor to quote for that software, reach out and contact me. Send me an email, give me a call (714.593.0011).  I know all the vendors around. I’ve been doing this for over 20 years and I will ask you some questions about your company that tells me your requirements and I’ll match you up with the best vendors to quote. And my recommendations are always number one, that you quote companies with a good reputation for service quality and customer service, then feature functionality fit, then pricing fit. So a matchup of the best companies to quote or introduce you to the best salespeople to work with at those vendors and then oversee the quoting process to make sure you get the best pricing possible from your vendor of choice.

So and then on top of all that, the nice thing is the service providers pay me my broker fee so your company doesn’t have to pay me anything for the service that I provide. So there’s no excuse not to at least reach out and see what I might have to say. All right, So make sure you send me an email, give me a call for a quote.

Browse the best Teams Phone calling plan providers

Also take a look at our website Aerocominc.com. And don’t forget to hit the like button. Subscribe to the channel, ring the bell and leave me a comment. I love to hear from you. Thanks for watching and have a great day.