What is warm transfer in SAP CRM-IC - Interaction Center WebClient?

SAP Term: warm transfer

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: A function in the toolbar that puts the caller on hold while one agent consults with another agent before transferring the call to that agent's extension.

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• Key Concepts: 
  Warm transfer is a feature of the CRM-IC Interaction Center WebClient that allows an agent to transfer a customer call to another agent without having to hang up and redial. This feature is useful for quickly transferring calls between agents, allowing for more efficient customer service. 
  
  How to use it: 
  To use the warm transfer feature, the agent must first select the “Transfer” option from the menu. Then, they must enter the name or ID of the agent they wish to transfer the call to. Once this is done, the call will be transferred without having to hang up and redial. 
  
  Tips & Tricks: 
  When using warm transfer, it is important to make sure that the agent you are transferring the call to is available and able to take the call. This will ensure that customers receive prompt and efficient service. 
  
  Related Information: 
  The warm transfer feature is part of the CRM-IC Interaction Center WebClient, which is a suite of tools designed to help agents manage customer interactions more efficiently. Other features of this suite include automated call routing, customer data management, and analytics tools.