With the Patch-through calling feature, agents can connect contacts to key decision-makers. As a manager, you can select a list of patch-through numbers and assign them to a campaign. This allows agents to transfer or patch through a call only to the selected list of numbers. Alternatively, the agent can type in any number and transfer the call to them.
Below is a screenshot of the option to set up Patch-through calling on your campaign(Web version).
Once it is set up on the campaign, the agents can tap on the below option to patch through a call to a patch-through contact when the call is in progress.
After tapping on the Patch-through icon, the agent will get the option to connect the contact to the Patch-through number.
The system will start dialing a call to the Patch-through number, and after it is answered, the contact is bridged to the Patch-through number. Here, based on the campaign settings, the agent can patch the call and move to the next call or stay muted on the same call until the conversation between the contact and the patch-through is complete.
The agent can tap "Leave Call" to move to the next call.
After the call is complete, the agent can enter the disposition, save the notes and move to the next call.