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Conference call center and external transfer

In advanced call centers the call blending utility is allowing the operators to switch between inbound, outbound and web-call easily.

The transferring capabilities are giving to the agents the possibility to transfer a call internally or externally. They must easily conference a third party and continue taking calls while the other two parties remain in contact.

In a third party conference, the agent must have a good extensive flexibility. He will transfer the live call to the correct phone number and, when the third party answers to the phone, he discuss. If the called party is on hold, the agent will talk with the other party. If both parties respond, the agent can talk, continuing the discussion. An interesting possibility is to leave parties discuss and leave the two parties. The agent may cancel the conference and return to the called party too.