Audience: Franklin University employees.
Disclaimer: The results and functionality of the following article only apply to the audience listed above. 

The new call management system changes some prior functionality when it comes to call transferring. 

Click here if you are not an Agent in a Ring Group

Click here if you are an Agent in a Ring Group - Call Center, SFS, Help Desk, Business Office

I am not part of any Agent group

Transferring a call to SFS or the Call Center

• Transfer to 614.797.4700 – Option 2 (SFS) or Option 5 (Call Center)

Transferring a call to a specific agent in SFS or Call Center

• No longer possible

Transferring to the Help Desk or Business Office

• Transfer to 614.947.6222 – Help Desk
• Transfer to 614.947.6090 – Business Office

I am an Agent

Warning: Please DO NOT transfer to Ring Groups, as this will introduce some problems where the caller will not get the correct routing, messaging, and voicemail options.

Transferring to Student Financial Services or the Call Center

Best practice here is to inform the caller that you will be transferring them and that they will need to "press option 2" to reach the Student Financial Services team, or "press option 5" to reach the Call Center.

1. Use the Transfer button and select blind transfer.

2. Transfer the Caller to the Franklin Main Line in favorites. Please DO NOT transfer to Ring Groups, as this will introduce some problems where the caller will not get the correct routing, messaging, and voicemail options.

Transferring to the Help Desk or Business Office

For these groups, please blind transfer the caller directly to the number for that group from favorites. This allows the caller to get the correct language and routing for that group.

1. Use the Transfer button and select blind transfer.

2. Move the selection options to Favorites. Please DO NOT transfer to Ring Groups, as this will introduce some problems where the caller will not get the correct routing, messaging, and voicemail options.

Transferring outside of Talk Desk: Other Franklin extensions or external

1. Use the Transfer button and select blind or warm transfer option depending on your need.

• Warm transfer will not allow for early disconnection if the call doesn't connect through a live pick up. 

2. Use the keypad to make the transfer. Enter the full number for the destination, not just the 4 digit extension.

Transferring to another Agent

1. Put the caller on hold.

2. Make sure the agent you wish to transfer to is online in Talk Desk.

3. Reach out to the agent through Teams to see if they can take the call.

4. Use the Transfer button and select warm transfer.

5. Select the agent when transferring from the Agent list.