NOTE: This feature is still in BETA and is not available to all clients. If you do not currently have access, you will get a notification when the feature is officially rolled out. If you have questions about access, email support@thrutalk.io.


Our "Transfers" feature allows your calling program to connect your targets outwards to other entities such as their local representative's office. To do so, we must create a phonebook of options for your callers to transfer your targets.

Learn more about the 'Transfers" process by visiting our information for administrators here, or viewing the training video for callers here.


Use the "Transfers" button in the "Service Settings" section of your admin panel to provide us with the key information for building the phonebook for transferring calls.

 

 

  1. Indicate whether we are adding new options to your current options, or if we are replacing all existing options with a new phonebook
  2. Select whether you would like to manually enter the details or if you wish to send a CSV of the phonebook details


Manual Entry

 

When selecting the manual entry option, provide the following for each number to be added to your phonebook:

  1. Name - A name to reference the number to be called; this will be the selection visible to the calling agents.  Example: Representative Pelosi
  2. Number - The number to be dialed; the number to which we will connect the person we called in order to complete the transfer
  3. Extension (3 digits) - OPTIONAL; phone systems vary widely and using extensions will require testing by you, the client, prior to submitting a number with an extension. Our dialing system requires three digit extensions. If the extension is only one or two digits, we can replace the extra digits with zeros and complete the call. We are glad to assist further in what you may experience when testing - please contact us via livechat during open hours or by writing to support@thrutalk.io
  4. Wait for extension (seconds) - OPTIONAL; again, as phone systems vary widely, there may or may not be a wait required before dialing the extension number.  We will assist you in determining an appropriate wait time and recommend to have your team place some test calls through the Relay Dialer prior to instructing your calling agents to begin transferring calls

 

 

Sending a .CSV for Bulk Import

 

When selecting the .CSV upload option, provide the following for each number to be added to your phonebook in distinct columns in a .CSV format file:

  1. Name - A name to reference the number to be called; this will be the selection visible to the calling agents.  Example: Representative Pelosi
  2. Number - The number to be dialed; the number to which we will connect the person we called in order to complete the transfer
  3. Extension (3 digits) - OPTIONAL; phone systems vary widely and using extensions will require testing by you, the client, prior to submitting a number with an extension.  Our dialing system requires three digit extensions. If the extension is only one or two digits, we can replace the extra digits with zeros and complete the call.  We are glad to assist further in what you may experience when testing - please contact us via livechat during open hours or by writing to support@thrutalk.io
  4. Wait for extension (seconds) - OPTIONAL; again, as phone systems vary widely, there may or may not be a wait required before dialing the extension number. We will assist you in determining an appropriate wait time and recommend to have your team place some test calls through the Relay Dialer prior to instructing your calling agents to begin transferring calls