Transfer

Please note: this feature is not available on all permission levels.

In Transfer calls, you can see all incoming allocated or ongoing calls on your terminals. You can transfer or end the call. This replaces old BeneCC view of previous app versions.

Transfer calls can be accessed from bottom navigation. The bottom navigation also display a red badge on Transfer item. This badge indicates how many calls are ongoing at the moment.

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When no incoming calls are ongoing, the view is empty:

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Reject button rejects an allocated call. End call button disconnects the call.

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Transfer can be done on an ongoing call. You can transfer the call to a contact or service queue. Transfer button opens your directory, and you can choose a contact to transfer the call to:

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Either make a direct transfer from the arrow or click on the contact name or photo to view contact details before the transfer:

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When selecting a phone number of a contact, you have the option to either transfer or call the number:

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Android

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iOS

Selecting Transfer call option immediately transfers the call and takes you back to Transfer calls view.

Please note: Your current settings, such as Mobile Usage Mode, may affect call visibility in Transfer calls view.

Strong authentication

Optional feature

Strong authentication provides verification on a caller’s identity. Caller and agent may handle sensitive matters on the call and the agent needs to be certain who they are talking with. Once identified, the caller’s name and social security number (SSN) will be displayed to the agent answering the call.

Authentication process overview on Voice for Android and iOS:

1. Caller is instructed to authenticate on the service queue while queuing before they start talking with an agent.

2. Caller receives an SMS message which contains a link

3. Caller opens the link and is taken to a view where the caller can authenticate.

4. Authentication is done using, for example, banking credentials or Mobile certificate.

5. The agent is now able to see callers name and SSN on mobile app Transfer view.

If caller has not identified, then no information is displayed.

Once the call is answered, Caller identified link is displayed:

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The link is clickable and it displays caller's name and SSN:

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