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Assigning Call Transfer Targets in Taalk Voice

Taalk Voice makes it simple for agents to transfer calls quickly and accurately. By setting up transfer targets, admins can predefine where calls should go — whether to external phone numbers, outbound groups, or internal team members.

✅ What Are Transfer Targets?

Transfer Targets are preset destinations for calls. They can be:

  • External numbers (e.g., partner call centers, downstream buyers, vendors)

  • Internal team members (e.g., closers, supervisors, support staff)

  • Outbound groups (collections of numbers that share a routing rule)

By creating Transfer Targets, you allow agents to complete point-to-point transfers inside Taalk Voice with one click.

⚙️ How to Create or Manage Transfer Targets

  1. Go to Taalk Voice > Transfer Targets.

  2. Click Create New.

  3. Enter the details:

     

    • Name (Alias): A label agents will recognize (e.g., “West Coast Closers”).

    • Phone Number(s): Add one or more numbers.

    • Outbound Group (optional): Assign numbers to a group if multiple destinations are needed.

     

  4. Save your Transfer Target.

You can also edit or rename existing Transfer Targets at any time.

📞 How Agents Use Transfer Targets

When agents are on a live call:

  1. Click the Transfer option in the Voice UI.

  2. A list of available Transfer Targets appears at the bottom of the dialer.

  3. Select the desired target.

  4. The system automatically dials the preset number or group.

This works the same whether the target is internal (team member) or external (partner).

 

🔍 How to Verify Setup

To confirm that Transfer Targets are working:

  1. Log into the Taalk Voice Playground or live agent UI.

  2. Set your status to Available.

  3. Check the bottom of the dialer for the Outbound Group/Transfer Target list.

  4. Attempt a test transfer.

Agents will see the same list in their UI, ensuring consistency.

✅ Best Practices

  • Use clear aliases so agents know who they’re transferring to (e.g., “Buyer – East” vs “Buyer – West”).

  • Group related numbers into an Outbound Group for flexibility.

  • Test each Transfer Target before rolling it out to the team.

  • Review transfer performance in Reports to optimize workflows.