How to do A "Soft Transfer" on New Voice Edge SoftPhone

On the old Softphone system you were able to do a soft transfer / consultative transfer where you called the recipient and asked if they were available then transferred the original call. Is this possible in the new app? And how do you get this done? We have tried many ways and each time the call immediately goes to the recipient. Thank you

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carsar

New Contributor

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5 Messages

4 years ago

I originally posted this in October and there is still no solution to this. Thanks, Comcast!

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chris_t

New Contributor

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4 Messages

4 years ago

Soft Transfers and using the Receptionist Console with the VoiceEdge app to transfer a call are still not working. One option is to put the inbound call on hold, make a second call to the transfer party, announce the caller, then hang up with transfer party, and send original call on hold to transfer party. Now that's a lot of work to transfer a call.

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chris_t

New Contributor

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4 Messages

4 years ago

I'll have our reception team try this. One issue when they transferred the call from the Receptionist Console was that it did not hang up the call in the VoiceEdge app; that is the answer button remained red.

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Comcast_Katie

Official Employee

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34 Messages

Hmm, okay. Thank you for letting me know that additional piece of information @chris_thoms! Let's give these steps a try and see if that fixes both issues. If not, we'll try some other things out to make sure we get everything working as it should for you.

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4 years ago

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chris_t

New Contributor

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4 Messages

4 years ago

Ok our receptionist confirmed this did not work; after answering the initial inbound call, then "Dial the number or contact to whom you want to transfer the call", they get dead air on the second call, that is no one answers. So they can't announce the call.

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chris_t

New Contributor

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4 Messages

4 years ago

Does the VoiceEdge app give you two lines?

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Comcast_Katie

Official Employee

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34 Messages

Thank you for giving that a try @chris_thoms. That wasn't the result I was hoping for, but we won't give up on this. The number of phone lines in the app will be dependent on what plan you are on and how many lines you set up on your account. But, there may be a underlying service issue going on it you just got dead air. I'd like to review your account to see if there is anything preventing this service from functioning properly. Can you please send Comcast Business a private message using our chat (peer to peer) service by clicking on the chat icon in the top right corner of the page? Once you hit that chat icon, you'll be able to initiate a new chat with us so we can continue helping out there. We look forward to meeting you there!

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4 years ago

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