Call Transfer Expecations in Five 9 : Teachers of Tomorrow HelpDesk

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When the advisor receives an incoming call from an intern that they are unable to assist because they have reached the wrong location, the expectation is to transfer the call to the correct skill in five9.

Examples may include:

Applicant calls in on the Program line

Paid candidate calls in on the enrollment line

Michigan (Or Other state) candidate calls in on the Texas Enrollment line

This does NOT include:

Interns requesting to speak with a specific advisor. Advisors should never transfer a call to a specific advisor. Advisors are all equipped with the knowledge and resources to assist interns and applicants for their respective states.

When this happens, the expectation is to transfer it to the correct skill. Do not transfer it to an individual person, do not use Microsoft teams chats to find an available advisor, do not post to an outlook folder. Even if the intern or applicant is calling in outside of that state’s normal working hours, the expectation is to conduct a warm transfer. In the event there is not an advisor available to receive the transferred call, a cold transfer to voicemail should be conducted.

State Skills in Five9:

AlabamaEnrollment

AlabamaProgram

ArizonaEnrollment

ArizonaProgram

FloridaEnrollment

FloridaProgram

IndianaEnrollment

IndianaProgram

MichiganEnrollment

MichiganProgram

NevadaEnrollment

NevadaProgram

NorthCarolinaEnrollment

NorthCarolinaProgram

SouthCarolinaEnrollment

SouthCarolinaProgram

TexasEnrollment

TexasProgram

Transferring a call in Five9:

First, select the Transfer button on the far left side of the screen.

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Next, select the appropriate skill from the drop-down menu under “Transfer to,” and make sure “Warm” is selected next to the type of transfer. Lastly, select “Initiate Transfer.”

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If an advisor is available and answers your warm transfer, provide them with the intern’s name and ID and a brief summary of why they are calling before selecting “Complete Transfer.”

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If an Advisor is not available for a warm transfer after a few minutes, please initiate a cold transfer to voicemail. Make sure to not leave the intern on hold for more than 5 minutes.

Cold Transfer to voicemail: