Part 5: Genesys Training

Genesys

Training

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PART 5

Genesys

allows you to transfer a caller internally and add additional participants to the call with your contact.

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Direct Connect

When adding an additional participant to the call [e.g. shelter/service provider], in some cases you will need to release the line. Meaning you will remove yourself from the call while the contact and the service provider remain on the call to allow for privacy. This is called a Direct Connect because you have connected them directly to the service provider.

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Warm Transfer

We want to make sure that we give the contact a heads up BEFORE we add a participant to the call and BEFORE we release the line. This is to ensure you are not adding someone to the call without their consent nor abruptly ending the call and leaving them with the service provider BEFORE they know what to expect/what's about to happen. This is called a Warm Transfer.

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Navigate to the next activity in the course to listen to a demo of a Warm Transfer might sound like !