A Patch-Through number is a phone number that you can transfer a call to or patch-through to during a call center campaign.
A campaign manager can select a list of patch-through numbers and assign them to a campaign. This lets agents transfer or patch through a call only to the selected list of numbers. If the manager does not assign transfer numbers, the agent can type in any number and transfer the call to them.
Add and manage Patch-through numbers:
You can add and manage your Patch-Through numbers in your CallHub account under Settings>Call Center Settings.
Add Patch-Through number:
Click on the button "Add Patch-Through number" to add a new number. You need to add a name and the number.
Manage Patch-Through numbers:
Patch-Through numbers can be edited, deleted and added at any time.
Add a Patch-Through number to a call center campaign:
When creating a new call center campaign, to add patch-through numbers, you will have to enable the setting "Allow agents to transfer and make the next call".
You have two options:
- Agent manually dials the number.
- Choose numbers available to agents.
Choose numbers available to agents gives you the ability to choose a patch through a number from the dropdown in the agent console.
Patch-Through from Agent console:
Once you login to the agent console, you will be able to see the list of campaigns you are assigned to. Choose the campaign you wish to join and click "Join Campaign" As patch through is enabled, you will be able to see the label "Transfers enabled"
Once you have started making calls, the patch through option will be enabled and you can transfer calls choosing the patch-through number from the dropdown. You can click on the call option to initiate the transfer and move to the next call after entering the disposition and notes.