How to Warm Transfer and/or add others to join in babelConnect

If you need to warm transfer a call or add others to join, you can easily do so using the babelConnect app.

Steps to Warm Transfer or add otheres to join:

1. Open the babelConnect app.

2. Look for the icon with multiple people on the right side of the app and click on it.

3. A new window will appear.

4. In the provided field, enter the name or number of the person you would like to to add.

5. In this window, you also have the option to place the current caller on hold. For a warm transfer this is likely the setting of your choice when introducing your next level/department to your callers issue without the caller listening to it.

6. You then have the option to start a conference (left button).

7. You will see it is ringing at Party xx.

8. You will then see that you are connected to two parties. If you put the first party on hold, do not forget to un-hold him in this window.

9. You can invite more people to the call by clicking the people button on the right.

10. You will see that you are trying to connect to the next caller. You may continue and invite as many people as you like like this.

11. When you would like to leave the call, you have two options:

"End Conference" or "Transfer and leave".

11.a) End Conference: Will disconnect the call for all participants.

11.b) Transfer and leave: You will see the window below and will be asked: "Do you want to transfer and leave the conference?"

a). Press the red button on the left to return to the screen before. 

b). Press the blue button on the right: Yes you will end up in wrap up. The call continues without your participation (warm transfer).

Call Reporting and Conference Behavior in babelConnect

When it comes to call reporting, adding other participants to a call can significantly impact how data is represented. A standard conference call with 3 participants looks like this, you can recognize the symbol to start the transfer with as shown in the screenshot below:

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Please note the following behavior regarding Moderator in conference calls:

• When the Moderator of a call leaves, they will enter wrap-up.

• The Moderator is the only participant with the ability to remove others from the ongoing call.

Inbound Call Use Cases

For inbound scenarios, be aware that:

• The Moderator should not remove the inbound caller from the call.

• This can lead to inconsistencies in call reporting, as the caller’s duration may not reflect the entire length of the call.

• If the caller is removed, the full call duration might not be displayed directly and may require manual calculation.

User Interfaces: Moderator vs. No Moderator

• No Moderator (i.e., standard agents) have a different interface in babelConnect, see screenshot below:

• While they can see participants, they cannot remove anyone from the call.

Transfer of Moderator Role

• If the original Moderator leaves the call and transfers it to another babelforce agent, that agent becomes the new owner and therefore Moderator of the call.

• The babelConnect interface will indicate this change accordingly.

⚠️ Current Limitations

Conference Forwarding: At the moment, it is not possible to forward conferences to applications or modules.

• Conferencing Events: Events related to conferencing are not yet fully implemented. However, support for these is planned in the upcoming development phase.

If you’ve come across a use case that’s not yet supported, we’d love to hear from you! Please reach out to us with the details — we’ll review it and find a solution together. Please write to support@babelforce.com