TABLE OF CONTENTS

• Transferring Teams Calls
• Transferring to Staff Members
  • Transfer (Blind Transfer)
  • Consult then Transfer
  • Merge Calls
• Transferring to REGIONS/CLINICS
  • REGION/CLINIC Auto Attendant Table

Transferring Teams Calls

Incoming calls, from fellow Staff Members or Patients, can be transferred to other Staff or the REGION/CLINIC Auto Attendants.

Transferring to Staff Members

While in the Call Screen you can either Transfer or Consult then Transfer. Transferring calls can either send to a Phone number (1XXXXXXXXXX) or to an Internal Staff Member by typing their Name if you know it. To Transfer, hit the More button in the top right corner and you’ll see your selections.

Transfer (Blind Transfer)

This is what I refer to as a “Blind Transfer” meaning once you type the Staff member’s name and hit Transfer, it’ll go directly to them whether they are aware or not. Once you hit Transfer, the patient will be placed On Hold immediately and the dialog box will shortly pop up.

Search for the Staff Member you wish to Transfer the call to and it will end the call with you and it’ll ring for them. Based on their Call Settings it’ll finish the call on their end. The option “Ring back if there’s no answer” doesn’t need to be used but it’s there if you so desire.

Consult then Transfer

This option will place the Caller on Hold and you will contact the Staff Member or call a phone number.

You will have the option to either send a Chat or you can select Teams Audio Call to call them directly.

A new Call Screen will open and it’ll say Consulting with… at the top when they answer your call. Give the pertinent information and you can hit the Transfer button at the top and both calls will end and the call will transfer to the Staff Member.

Merge Calls

If you hit the More button, you will also see a new option called Merge Calls. This will allow you to have a 3 way call. If you hit the People button, you can also invite more people to the call to assist.

Transferring to REGIONS/CLINICS

While in the Call Screen you will select Transfer. In the dialog box you will type the name of the Operator Auto Attendant. The naming convention is the same across the Regions and Clinics. The list below is to provide the names for better referencing. Once calls are transferred to these Auto Attendants, the Caller will have the option to either Stay on the line to wait for someone to answer or they can Leave a Voicemail and it’ll go to the REGION/CLINIC VM Planner in the Operator Bucket.

REGION/CLINIC Auto Attendant Table