This article will walk through your options while you are on an outbound call through High Leads Pro

Options Within the Dialer

Once you make a phone call from within the app and the call connects, you will have the option to mute the call, open the dialer, put the lead on hold, make a warm transfer or make a blind transfer. 

Mute

• Mute places yourself on mute. The caller on the other end will not be able to hear you, but you would still be able to hear them.

Dial

• Dial gives you access to the dial pad. This should be used for making selections when asked for a specific number (i.e. press 1 to reach Joe Smith). 

Hold

• Hold places the call on hold, so both you and the caller on the other end cannot hear one another.

NOTE: The call will automatically be placed on hold when a warm transfer is initiated. 

Warm Transfer

• To initiate a warm transfer, search for an existing contact or enter a new number from the Dialer. A warm transfer allows you to first speak to the person before transferring the call.

• Click on Warm Transfer.

• This is going to open a new Call tab, and then you have the ability to switch between the two calls or click Patch Call to connect the two people.

• If you're on two calls and then you hang up, you'll see that you're still on your original call.

Blind Transfer

• A blind transfer instantly transfers the call without you needing to speak to the recipient first.
• Simply dial the number or select a contact to initiate the transfer.

Accessing Call Reporting

• After the call ends, go to the Reporting section, then click on Call Reporting to view detailed call logs.
• From here, you can listen to call recordings and analyze various call details, helping you monitor and improve your performance.

FAQ’s

1. What happens when I put a call on hold?

When you put a call on hold, both you and the caller will not be able to hear each other. The call is paused until you resume it. Note that calls are automatically placed on hold when initiating a warm transfer.

2. What is a warm transfer, and how does it work?

A warm transfer involves calling the person you want to transfer the call to, informing them of the transfer, and then merging the call. Once the call is merged, you can hang up without disconnecting the caller. You can transfer to another user in your account, dial a specific number, or forward the call.

3. What is the difference between a warm transfer and a blind transfer?

In a warm transfer, you connect with the person you’re transferring to before merging the calls, allowing for a smoother handoff. A blind transfer immediately redirects the call to the other person’s number and disconnects you from the call, without notifying the recipient in advance.

4. Can I transfer a call to a specific number during a warm transfer?

Yes, during a warm transfer, you can choose to transfer the call to a specific number, another user in your account, or forward it.

5. What happens when I initiate a blind transfer?

When you initiate a blind transfer, the call is immediately transferred to the recipient’s number, and your connection to the call ends. The recipient will receive the call without any prior communication from you.

6. Is the caller notified when I put them on hold?

No, the caller is not explicitly notified when you put them on hold, but they will experience a temporary pause in the conversation, and both parties will be unable to hear each other until the call is resumed.