How do I transfer a call to a coworker in the LeadConnector app?

You can hand a live call to a coworker from the LeadConnector app, for example passing a family's call to your intake coordinator. The coworker does not need their own phone number in ASNSpark! CRM. The call rings wherever they are set up to receive calls: the app on their phone, ASNSpark! CRM in their browser, their own phone or a desk phone.

Before you start (account admin)

Each person who will receive transfers needs at least one place set up to take calls.

1. In ASNSpark! CRM, go to Settings, then My Staff.
2. Select the team member and open Call & Voicemail Settings.
3. Under Forward Calls to, turn on one or more options: Web App, Mobile App, My Phone Number or Deskphone (SIP).
4. Save.

If more than one is on, they all ring at the same time and the person answers on whichever is handy.

Transfer a call

1. While on a call (incoming or outgoing), tap the Transfer icon in the upper right of the call screen.
2. Open the Staff Members tab and search for your coworker. The icons next to each name show where they can take the call.
3. Tap their name.
4. Choose how to transfer:
   • Call and Hold (warm transfer): the caller is placed on hold while you talk to your coworker first. Use this when they need background, such as what care the family is asking about.
   • Transfer and End (blind transfer): the call goes straight to your coworker and you drop off.
5. For a warm transfer, give your coworker the details once they answer, then finish the transfer with the transfer controls.

What your coworker sees

• iPhone: the caller's name followed by "via" and your name.
• Android: "Transferred call from" and your name.

Troubleshooting

• A coworker is grayed out. They have nothing turned on under Forward Calls to. Ask your account admin to set it up.
• I can't transfer a call that was transferred to me. That is expected. A call can only be transferred once.

Have a question about your own account? Submit a ticket and our team will follow up.