Product: Noctel

Audience: Technology Services

Overview

When you receive a call on the Noctel app and it is for someone else, you can transfer the call in 2 ways.
 

Tools/Equipment Needed

• District Cell Phone or iPad

Transferring Calls

During a NocTel call you will see on your device options for Transfer and Att. Transfer.

1. Transfer is a direct (blind) transfer. It puts the caller on hold while you find the contact in your contacts list or dial the number. Once you send the call, your call has ended and the caller is now ringing the intended recipient.
2. Att. Transfer is an attended transfer. This puts the caller on hold while you call the other person. If they pick up, you can tell them who is on the line and tap Transfer to take them off hold and end your call. They will now be on the line with the intended recipient.

Notes:

• Transferring calls with NocTel works with desk phones and cell phones and is not restricted to just those with NocTel or those logged into Noctel.
• Beware that if you are transferring calls with NocTel, you must use the full phone number of the recipient and not just the extension. 

Contacts

Contacts: When it comes to contacts within the NocTel app, when you select the Phonebook tab, you’ll see just above it Address Book or NocTel Contacts. Tapping either Address Book or NocTel Contacts will show a menu to toggle between the two of them.

When NocTel Contacts is selected, your contact list is strictly composed of the technology department and cannot be edited. If selecting contacts in this manner, keep in mind that the recipient has to have the NocTel app installed on their cell phone (or iPad) and when it rings them, they will see it’s a call from NocTel. This may be mistaken as a Help Desk call to those that aren’t on the Help Desk, so it would be advisable to not use the NocTel Contacts to transfer calls to those that normally wouldn’t be taking NocTel calls. Furthermore, for those that primarily use a desk phone, these transfers would not work as they do not forward to outside of NocTel lines.

Utilizing the Address Book option opens up the ability to call and transfer calls to any type of phone. This does require manually populating the contacts on your device though. You can utilize Google Contacts app which lists everyone in the district and create a Label such as Tech Dept and add just the relevant individuals to it and then sync it to your device’s contact list so that when you do a transfer, it bypasses NocTel only contacts. 

Tip: Doing Att. Transfers might be best just in case the number you have in your contact list is out of date or incorrect. This way you do not send a caller to an out of order number. In which case, they’ll probably call back. This also gives the opportunity to create a ticket or give assistance if the person they are requesting is unavailable. 

Conclusion

Please use this process to transfer Help Desk calls to Noctel, Cell Phone, or Desk Phones.