This guide explains two key call-management features in Ease Connect: transferring a call to another manager and placing a call on hold.

1. Transferring a Phone or Virtual Call

Use the transfer feature when you need another logged-in manager to take over an active inbound phone call, call, or SMS. Transfer cannot be used for follow-up tasks or outbound phone calls.

How to Transfer a Call

1. Locate the active phone or virtual call alert.

2. Click the Transfer icon on the alert.

   

3. A list of logged-in managers will appear, along with their current status.

   

4. Review the manager statuses to identify who is available to receive the call.

5. Select the manager you want to transfer the alert to.

   

6. The alert will be sent to the selected manager. 

Manager Availability

You can view the status of all logged-in managers when transferring an alert.

• Heads Now — The manager can receive a transferred alert.
• Available — The manager can receive a transferred alert.
• Other statuses indicate that the manager is not currently available to receive the alert.

What Happens If the Call Isn't Answered?

If the selected manager does not answer the transferred alert, the alert will route back to you so you can answer the call.

Tip: Check the manager's status before transferring to help ensure the call is answered quickly.

2. Putting a Call on Hold

Use the hold feature when you need to temporarily pause a conversation while keeping the call active.

How to Place a Call on Hold

1. Locate the active phone or virtual call alert.

2. Click the Hold/Pause button on the alert.

   

3. The call will remain active, but the audio will be paused.
4. The customer will hear nothing from your side while the call is on hold.

How Hold Appears

When a call is active, the alert appears green.

When the call is placed on hold, the alert changes to gray, indicating that the call is inactive while remaining connected.

Green = Active Call
Gray = Call on Hold

How to Resume the Call

To remove the hold:

1. Click the Hold/Pause button again.

   

2. The call will become active.

3. The alert will change from gray back to green.

   

4. Audio will resume, allowing you to continue the conversation with the customer.

When to Use Hold

The hold feature can be especially helpful when:

• Managing multiple phone calls.
• Getting assistance from another team member.
• Taking a moment to find information needed to assist the customer.
• Temporarily stepping away from the conversation without ending the call.

Important: Placing a call on hold does not end or disconnect the call. The customer remains connected while the call audio is paused.

Quick Reference