{"id":36943,"date":"2024-01-04T18:06:39","date_gmt":"2024-01-04T12:36:39","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=36943"},"modified":"2024-01-04T18:06:39","modified_gmt":"2024-01-04T12:36:39","slug":"upgrade-your-dynamic-365-crm-call-transfers-protect-data-boost-efficiency-impress-clients","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2024\/01\/upgrade-your-dynamic-365-crm-call-transfers-protect-data-boost-efficiency-impress-clients\/","title":{"rendered":"Upgrade Your Dynamic 365 CRM Call Transfers: Protect Data, Boost Efficiency, Impress Clients"},"content":{"rendered":"<h2><strong>Introduction<\/strong><\/h2>\n<p>Imagine you are working in a company that keeps records and transcription of phone calls for various reasons, like quality assurance or improvement purposes. Now, let&#8217;s say you need to transfer a call to someone outside the company, maybe a client or a partner.<\/p>\n<p>Previously, this transfer process might have involved a few steps, and the recording and transcription could continue even after the call was transferred. Now, things have changed for the better. Transferring a call to an external number is now done in just one click &amp; when the call is transferred, the recording and transcription stop immediately.<\/p>\n<h2><strong>Business Use Case<\/strong><\/h2>\n<p>In a business scenario when a sensitive discussion is going on during a call and the call is subsequently transferred to an external agent for some business purposes, then the existing system allows for the continuation of call recording and transcription even after the transfer of the call. In such scenarios, there exists a risk that any private or sensitive information disclosed during the call may be recorded or transcribed, potentially leading to the misuse of organizational information.<\/p>\n<p>This new enhancement plays an important role in safeguarding of organization&#8217;s sensitive information. Any private or sensitive information discussed on the call won&#8217;t be recorded or transcribed. It ensures a secure call transfer process, addressing both efficiency and confidentiality.<\/p>\n<h2><strong>Configuration Settings<\/strong><\/h2>\n<p>Here&#8217;s an elaboration on how you can call external agents from a Customer Service Workspace application and perform various activities during the call in a safe manner:<\/p>\n<p><strong>Setup for outbound calling:<\/strong><\/p>\n<ul>\n<li>Open the <strong>Customer Service Admin Center<\/strong>.<\/li>\n<li>Navigate to the <strong>Channel<\/strong> entity in Customer Support from the site map.<\/li>\n<li>Scroll down the page then you will find the <strong>Phone Number <\/strong><\/li>\n<li>Click on <strong>Manage<\/strong> button as shown in below screenshot.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36961\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/1Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1852\" height=\"838\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/1Enhancements-in-call-transfers-to-external-numbers.jpeg 1852w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/1Enhancements-in-call-transfers-to-external-numbers-300x136.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/1Enhancements-in-call-transfers-to-external-numbers-1024x463.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/1Enhancements-in-call-transfers-to-external-numbers-768x348.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/1Enhancements-in-call-transfers-to-external-numbers-1536x695.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/1Enhancements-in-call-transfers-to-external-numbers-660x299.jpeg 660w\" sizes=\"(max-width: 1852px) 100vw, 1852px\" \/><\/p>\n<ul>\n<li>After clicking on manage button you will be redirected to the below page then Click on\u00a0<strong>Setup<\/strong><\/li>\n<\/ul>\n<p><strong>Please Note:<\/strong> There\u2019s a default number that system gives you however, if you want to use any other number for transferring the call, you can do that too with the help of the \u201c+ New Number\u201d option on the left top corner of the ribbon bar.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36960\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/2Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1851\" height=\"604\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/2Enhancements-in-call-transfers-to-external-numbers.jpeg 1851w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/2Enhancements-in-call-transfers-to-external-numbers-300x98.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/2Enhancements-in-call-transfers-to-external-numbers-1024x334.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/2Enhancements-in-call-transfers-to-external-numbers-768x251.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/2Enhancements-in-call-transfers-to-external-numbers-1536x501.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/2Enhancements-in-call-transfers-to-external-numbers-660x215.jpeg 660w\" sizes=\"(max-width: 1851px) 100vw, 1851px\" \/><\/p>\n<ul>\n<li>Upon clicking the Setup button, you will be redirected to the page below. Then, click on the\u00a0<strong>Create Profile<\/strong>\u00a0button<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36959\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/3Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1859\" height=\"656\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/3Enhancements-in-call-transfers-to-external-numbers.jpeg 1859w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/3Enhancements-in-call-transfers-to-external-numbers-300x106.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/3Enhancements-in-call-transfers-to-external-numbers-1024x361.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/3Enhancements-in-call-transfers-to-external-numbers-768x271.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/3Enhancements-in-call-transfers-to-external-numbers-1536x542.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/3Enhancements-in-call-transfers-to-external-numbers-660x233.jpeg 660w\" sizes=\"(max-width: 1859px) 100vw, 1859px\" \/><\/p>\n<ul>\n<li>Following that you will be redirected to the <strong>Outbound &amp; Inbound Profile<\/strong>s page, then Click on <strong>Create Profile<\/strong><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36958\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/4Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1857\" height=\"747\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/4Enhancements-in-call-transfers-to-external-numbers.jpeg 1857w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/4Enhancements-in-call-transfers-to-external-numbers-300x121.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/4Enhancements-in-call-transfers-to-external-numbers-1024x412.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/4Enhancements-in-call-transfers-to-external-numbers-768x309.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/4Enhancements-in-call-transfers-to-external-numbers-1536x618.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/4Enhancements-in-call-transfers-to-external-numbers-660x265.jpeg 660w\" sizes=\"(max-width: 1857px) 100vw, 1857px\" \/><\/p>\n<ul>\n<li>Enter the Profile Name and select the Profile Type as\u00a0<strong>Outbound<\/strong>\u00a0From dropdown options.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36957\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/5Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1919\" height=\"838\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/5Enhancements-in-call-transfers-to-external-numbers.jpeg 1919w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/5Enhancements-in-call-transfers-to-external-numbers-300x131.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/5Enhancements-in-call-transfers-to-external-numbers-1024x447.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/5Enhancements-in-call-transfers-to-external-numbers-768x335.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/5Enhancements-in-call-transfers-to-external-numbers-1536x671.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/5Enhancements-in-call-transfers-to-external-numbers-660x288.jpeg 660w\" sizes=\"(max-width: 1919px) 100vw, 1919px\" \/><\/p>\n<ul>\n<li>Select Phone Number and click <strong>Next<\/strong>.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36956\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/6Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1903\" height=\"813\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/6Enhancements-in-call-transfers-to-external-numbers.jpeg 1903w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/6Enhancements-in-call-transfers-to-external-numbers-300x128.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/6Enhancements-in-call-transfers-to-external-numbers-1024x437.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/6Enhancements-in-call-transfers-to-external-numbers-768x328.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/6Enhancements-in-call-transfers-to-external-numbers-1536x656.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/6Enhancements-in-call-transfers-to-external-numbers-660x282.jpeg 660w\" sizes=\"(max-width: 1903px) 100vw, 1903px\" \/><\/p>\n<ul>\n<li>Following that you will be redirected to the below page.<\/li>\n<\/ul>\n<p>Fill the required details as explained below.<\/p>\n<ul>\n<li><strong>Number Label<\/strong>&#8211; Here value will auto-populate as given\u00a0<strong>Profile Name<\/strong>\u00a0in above steps.<\/li>\n<li><strong>Queue<\/strong>&#8211; Select the required queue from dropdown options.<\/li>\n<li><strong>Capacity<\/strong>\u2013 Select Default voice outbound from dropdown options.<\/li>\n<li><strong>Called ID Number<\/strong>\u2013 Here number will be auto-populated as selected in the above steps.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36955\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/7Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1886\" height=\"816\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/7Enhancements-in-call-transfers-to-external-numbers.jpeg 1886w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/7Enhancements-in-call-transfers-to-external-numbers-300x130.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/7Enhancements-in-call-transfers-to-external-numbers-1024x443.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/7Enhancements-in-call-transfers-to-external-numbers-768x332.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/7Enhancements-in-call-transfers-to-external-numbers-1536x665.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/7Enhancements-in-call-transfers-to-external-numbers-660x286.jpeg 660w\" sizes=\"(max-width: 1886px) 100vw, 1886px\" \/><\/p>\n<ul>\n<li>Click on Next button, then you will be redirected to the\u00a0<strong>Outbound Behaviors<\/strong> page.<\/li>\n<\/ul>\n<p>Here fill in the required information as shown below.<\/p>\n<ol>\n<li>In the\u00a0<strong>Transcription and Recording<\/strong>section, select the\u00a0<strong>Transcript and Recording<\/strong>\u00a0dropdown menu, and then select\u00a0<strong>Transcription<\/strong>\u00a0or\u00a0<strong>Transcription and Recording<\/strong>.<\/li>\n<li>Under\u00a0<strong>Start setting<\/strong>, set the toggle to\u00a0<strong>Automatic<\/strong>if you want calls to be automatically recorded and transcribed when they begin, or\u00a0<strong>Manual<\/strong>\u00a0if you want agents to record and transcribe their calls.<\/li>\n<li>Set\u00a0<strong>Allow agents to pause and resume<\/strong>if you want to allow agents to control the portions of conversations that they record and transcribe.<\/li>\n<\/ol>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36954\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/8Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1865\" height=\"823\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/8Enhancements-in-call-transfers-to-external-numbers.jpeg 1865w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/8Enhancements-in-call-transfers-to-external-numbers-300x132.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/8Enhancements-in-call-transfers-to-external-numbers-1024x452.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/8Enhancements-in-call-transfers-to-external-numbers-768x339.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/8Enhancements-in-call-transfers-to-external-numbers-1536x678.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/8Enhancements-in-call-transfers-to-external-numbers-660x291.jpeg 660w\" sizes=\"(max-width: 1865px) 100vw, 1865px\" \/><\/p>\n<ul>\n<li>Click on Next and check the details in the summary and click on\u00a0<strong>Save and Close<\/strong>\u00a0to create the outbound profile record<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36953\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/9Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1543\" height=\"823\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/9Enhancements-in-call-transfers-to-external-numbers.jpeg 1543w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/9Enhancements-in-call-transfers-to-external-numbers-300x160.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/9Enhancements-in-call-transfers-to-external-numbers-1024x546.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/9Enhancements-in-call-transfers-to-external-numbers-768x410.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/9Enhancements-in-call-transfers-to-external-numbers-1536x819.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/9Enhancements-in-call-transfers-to-external-numbers-660x352.jpeg 660w\" sizes=\"(max-width: 1543px) 100vw, 1543px\" \/><\/p>\n<ul>\n<li>Finally, Outbound Profile is created as shown below.<\/li>\n<\/ul>\n<p>Initially profile status is in pending stage.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36952\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/10Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1528\" height=\"388\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/10Enhancements-in-call-transfers-to-external-numbers.jpeg 1528w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/10Enhancements-in-call-transfers-to-external-numbers-300x76.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/10Enhancements-in-call-transfers-to-external-numbers-1024x260.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/10Enhancements-in-call-transfers-to-external-numbers-768x195.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/10Enhancements-in-call-transfers-to-external-numbers-660x168.jpeg 660w\" sizes=\"(max-width: 1528px) 100vw, 1528px\" \/><\/p>\n<p>Then Click on <strong>Refresh<\/strong> button after 2-3 minutes the profile status will be in <strong>Active<\/strong> stage.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36951\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/11Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Initially profile status is in pending stage.\" width=\"1854\" height=\"463\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/11Enhancements-in-call-transfers-to-external-numbers.jpeg 1854w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/11Enhancements-in-call-transfers-to-external-numbers-300x75.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/11Enhancements-in-call-transfers-to-external-numbers-1024x256.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/11Enhancements-in-call-transfers-to-external-numbers-768x192.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/11Enhancements-in-call-transfers-to-external-numbers-1536x384.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/11Enhancements-in-call-transfers-to-external-numbers-660x165.jpeg 660w\" sizes=\"(max-width: 1854px) 100vw, 1854px\" \/><\/p>\n<ul>\n<li>With all settings in place, navigate to\u00a0<strong>Customer Service Workspace.<\/strong> Then<strong>\u00a0Phone<\/strong>\u00a0Symbol will appear in\u00a0<strong>Customer Service Workspace<\/strong>\u00a0app as shown in below screenshot.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36950\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/12Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Initially profile status is in pending stage.\" width=\"1916\" height=\"442\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/12Enhancements-in-call-transfers-to-external-numbers.jpeg 1916w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/12Enhancements-in-call-transfers-to-external-numbers-300x69.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/12Enhancements-in-call-transfers-to-external-numbers-1024x236.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/12Enhancements-in-call-transfers-to-external-numbers-768x177.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/12Enhancements-in-call-transfers-to-external-numbers-1536x354.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/12Enhancements-in-call-transfers-to-external-numbers-660x152.jpeg 660w\" sizes=\"(max-width: 1916px) 100vw, 1916px\" \/><\/p>\n<ul>\n<li>Click on\u00a0<strong>\u2018Phone\u2019<\/strong>\u00a0symbol then\u00a0<strong>Dial pad<\/strong>\u00a0will open. Here enter the phone number and click on\u00a0<strong>\u2018Call\u2019<\/strong>\u00a0button as shown in below screenshot.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36949\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/13Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Initially profile status is in pending stage.\" width=\"1916\" height=\"641\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/13Enhancements-in-call-transfers-to-external-numbers.jpeg 1916w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/13Enhancements-in-call-transfers-to-external-numbers-300x100.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/13Enhancements-in-call-transfers-to-external-numbers-1024x343.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/13Enhancements-in-call-transfers-to-external-numbers-768x257.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/13Enhancements-in-call-transfers-to-external-numbers-1536x514.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/13Enhancements-in-call-transfers-to-external-numbers-660x221.jpeg 660w\" sizes=\"(max-width: 1916px) 100vw, 1916px\" \/><\/p>\n<ul>\n<li>After clicking on\u00a0<strong>Call<\/strong>\u00a0button,\u00a0<strong>Communication Panel<\/strong>\u00a0will appear on left side of screen.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36948\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/14Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1628\" height=\"548\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/14Enhancements-in-call-transfers-to-external-numbers.jpeg 1628w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/14Enhancements-in-call-transfers-to-external-numbers-300x101.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/14Enhancements-in-call-transfers-to-external-numbers-1024x345.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/14Enhancements-in-call-transfers-to-external-numbers-768x259.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/14Enhancements-in-call-transfers-to-external-numbers-1536x517.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/14Enhancements-in-call-transfers-to-external-numbers-660x222.jpeg 660w\" sizes=\"(max-width: 1628px) 100vw, 1628px\" \/><\/p>\n<h2><strong>Features<\/strong><\/h2>\n<ol>\n<li>From communication panel, we can perform different actions during a call as below.<\/li>\n<li><strong>Mute<\/strong><\/li>\n<li><strong>Hold<\/strong><\/li>\n<li><strong>Dialpad <\/strong><\/li>\n<li><strong>Mark as spam<\/strong><\/li>\n<\/ol>\n<p>and after click on the More options we get<\/p>\n<ol start=\"5\">\n<li><strong>Device settings <\/strong><\/li>\n<li><strong>Start recording and transcription <\/strong><\/li>\n<li><strong>Take Notes<\/strong><\/li>\n<li><strong>Link to Conversation<\/strong><\/li>\n<\/ol>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36947\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/15Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1840\" height=\"758\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/15Enhancements-in-call-transfers-to-external-numbers.jpeg 1840w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/15Enhancements-in-call-transfers-to-external-numbers-300x124.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/15Enhancements-in-call-transfers-to-external-numbers-1024x422.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/15Enhancements-in-call-transfers-to-external-numbers-768x316.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/15Enhancements-in-call-transfers-to-external-numbers-1536x633.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/15Enhancements-in-call-transfers-to-external-numbers-660x272.jpeg 660w\" sizes=\"(max-width: 1840px) 100vw, 1840px\" \/><\/p>\n<p>1. When a call is connected initially recording and transcription are not started. We can Start recording and transcription by clicking on radio button in front of <strong>Start Recording and Transcription.<\/strong><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36946\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/16Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1615\" height=\"637\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/16Enhancements-in-call-transfers-to-external-numbers.jpeg 1615w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/16Enhancements-in-call-transfers-to-external-numbers-300x118.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/16Enhancements-in-call-transfers-to-external-numbers-1024x404.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/16Enhancements-in-call-transfers-to-external-numbers-768x303.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/16Enhancements-in-call-transfers-to-external-numbers-1536x606.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/16Enhancements-in-call-transfers-to-external-numbers-660x260.jpeg 660w\" sizes=\"(max-width: 1615px) 100vw, 1615px\" \/><\/p>\n<p>2. For Transferring calls to external members simply click on <strong>the \u2018Transfer\u2019<\/strong>\u00a0button as shown below screenshot then List of queues will open then select a required queue for which you want to transfer a call and click on\u00a0<strong>the Transfer<\/strong>\u00a0button in front of queue as shown in below screenshot. Queues will ideally consist of members of the call who could potentially be transferred to.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36945\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/17Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1625\" height=\"685\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/17Enhancements-in-call-transfers-to-external-numbers.jpeg 1625w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/17Enhancements-in-call-transfers-to-external-numbers-300x126.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/17Enhancements-in-call-transfers-to-external-numbers-1024x432.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/17Enhancements-in-call-transfers-to-external-numbers-768x324.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/17Enhancements-in-call-transfers-to-external-numbers-1536x647.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/17Enhancements-in-call-transfers-to-external-numbers-660x278.jpeg 660w\" sizes=\"(max-width: 1625px) 100vw, 1625px\" \/><\/p>\n<p>3. When a call is transferred to an external agent then recording and transcription will automatically stop which is shown in the below screenshot.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-36944\" style=\"border: 1px solid #0a0a0a; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/18Enhancements-in-call-transfers-to-external-numbers.jpeg\" alt=\"Enhancements in call transfers to external numbers\" width=\"1632\" height=\"732\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/18Enhancements-in-call-transfers-to-external-numbers.jpeg 1632w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/18Enhancements-in-call-transfers-to-external-numbers-300x135.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/18Enhancements-in-call-transfers-to-external-numbers-1024x459.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/18Enhancements-in-call-transfers-to-external-numbers-768x344.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/18Enhancements-in-call-transfers-to-external-numbers-1536x689.jpeg 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/18Enhancements-in-call-transfers-to-external-numbers-660x296.jpeg 660w\" sizes=\"(max-width: 1632px) 100vw, 1632px\" \/><\/p>\n<p>By following these steps, you can create a secure mechanism for calling external agents from your Customer Service Workspace application, allowing for efficient and safe interactions.<\/p>\n<h2><strong>Conclusion<\/strong><\/h2>\n<p>This new enhancement plays an important role in safeguarding of organization&#8217;s sensitive information. Any private or sensitive information discussed on the call won&#8217;t be recorded or transcribed. It ensures a secure call transfer process.<\/p>\n<p><a href=\"https:\/\/bit.ly\/3NQ4oR8\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"alignnone  wp-image-36963\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2024\/01\/Business-Process-Checklist-Playbook.gif\" alt=\"\" width=\"1032\" height=\"258\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Introduction Imagine you are working in a company that keeps records and transcription of phone calls for various reasons, like quality assurance or improvement purposes. Now, let&#8217;s say you need to transfer a call to someone outside the company, maybe a client or a partner. Previously, this transfer process might have involved a few steps,\u2026 <span class=\"read-more\"><a href=\"https:\/\/www.inogic.com\/blog\/2024\/01\/upgrade-your-dynamic-365-crm-call-transfers-protect-data-boost-efficiency-impress-clients\/\">Read More &raquo;<\/a><\/span><\/p>\n","protected":false},"author":11,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[16,18],"tags":[],"class_list":["post-36943","post","type-post","status-publish","format-standard","hentry","category-dynamics-365","category-dynamics-365-v9-2"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/36943","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/comments?post=36943"}],"version-history":[{"count":0,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/36943\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media?parent=36943"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/categories?post=36943"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/tags?post=36943"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}