Transferring a call in Follow Up Boss is a straightforward process that can be completed with just a few clicks. While you are engaged in an active call, you will notice an icon that represents the transfer function. To initiate the transfer, simply click on this transfer icon.

Once you have clicked the transfer icon, a search interface will appear, allowing you to find the appropriate recipient for the call. You can search for a specific team member by typing in their name, or you can look for a shared inbox that may be more suitable for the call's topic or the client's needs. This feature ensures that you can quickly and efficiently connect the caller with the right person, enhancing the overall communication experience within your team.

Note: This feature is only available on the desktop version of Follow Up Boss.

Transferring a Call to a Team Member

1. Initiate the Call with the contact

2. Click Transfer in the upper right-hand corner

3. Search or Scroll for the desired User/Shared Inbox > select the User/Shared Inbox

4. This will initiate a Warm Transfer. A warm transfer will place the lead on hold while the new team member is dialed. This allows you to explain the nature of the call to the team member in private.
The team member will be called on their desktop and/or cell phone, according to their personal Incoming Calls Settings. Their cell phone's caller ID will show your Follow Up Boss number or Team Inbox number, whichever is being used in the call you're transferring. 

5. If needed the call transfer can be Canceled at any time to return back to the lead.

6. Merging the call will place the contact off hold and you will be able to introduce the new team member to the lead and then stay on the call or hang up.

Completing the transfer will connect the new team member with the lead and end the call for you.

7. The call is merged, click Hang Up to remove yourself from the call. The call between the team member and the contact will continue. 

Transferring a Call to a Team Inbox

Choose a Team Inbox to transfer a call to multiple agents at once. The call broadcast settings in the Team Inbox will be used to ring the agents, except that when a call is transferred to a Team Inbox, agents will not hear the "Press any key" prompt when they answer the call. This means that if any user set to receive transferred calls from that Inbox is called, and declines that call, or has "Do Not Disturb" enabled, it will route the transferred call to that user's cell phone voicemail. Review the tips below to help make sure transferred calls make it to an available agent.

• Have all agents set to receive calls on that Team Inbox save that Team Inbox number as a contact in their native phone book and name that contact with the Inbox Name.
  
  
  • Anytime a call comes into that inbox, it will display that saved contact and thus the inbox name on the agent's phones so they will know it's a call that's being broadcast to the other agents assigned to that inbox as well. 
    
    
• Coach all agents to not decline calls when they see inbound calls from that number. This is to prevent them from accidentally routing that call transfer to their personal phone VM, thereby ensuring an available agent can take the live transfer. Some agents even save the Team Inbox contact with an extra reminder to not decline the call by adding a "note" in the name of the saved contact on their cell phonebook. So the name for that contact in their phone would be something like "*Team Inbox Name* (do not decline!)". 
  
  
• Stress the importance for all agents assigned to the Team Inbox to not use the "Do Not Disturb/Focus" mode on their phones during times when a call could be transferred to the Team Inbox.