Call Flow Fundamentals
Written by Emily Hill
Updated at December 23rd, 2025
Your manager/supervisor will put you in call queues that will filter the type of calls you will receive during your shift. Once logged in to Purecloud and your systems are set up for the day, you will want to make sure you go on queue so you can start answering calls. A normal call will look like the following in Purecloud:
1. You will be alerted that a phone call. You will be able to see where the phone call is coming in from, the guest's phone number and the type of call you should expect so you can prepare for what system you may need to pull up
Example
The Call is coming from Peabody, MA. You can assume since the call is coming from KL Snow Sports Private line, you will want to pull up RTP and your helpjuice private lesson information
3. While you are on a call, you will have a panel of icons to choose from that will do certain actions within a call. 
4. To transfer a call you will want to click the arrow button. Then you can type in the name or location of where you would like the call to go. If it is an external number you may also transfer, but will have to type in the actual phone number of the person you are transferring the call to.
5. To put a guest on hold, you will want to click on the pause button. The guest will then not be able to hear anything on your end. This will allow you time to consult others for help, contact supervisors, or take an extra second to complete an order. If it seems like the hold may last longer than 5 minutes, get the guest's phone number and information and ask to call them back.
6. To mute yourself (in the event you need to cough, clear your throat, or take a drink) click the microphone button. Do not use this in replacement of putting a guest on hold.
7. To hang up, you will hit the button with the phone and the arrow. Normally a guest will end the call, but you can click this button to end to the conversation.
8. To answer the next call, you need to complete a Wrap up code, this tells us what the call was about
When is it okay to transfer a call?
Below is a list of lines that are okay to transfer calls to and the procedure behind transferring them. Any lines not listed are not approved for transfer and we should direct the guest to email the person they are looking to talk to or info@killington.com / bookit@killington.com.
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Human Resources
- If an employee calls in looking for employment info or to talk to human resources you may transfer immediately without needing further information.
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Daycare
- If someone is looking to talk to someone at daycare see if there is anything we are able to provide them as far as information goes, but transfer for anything you cannot immediately answer. If they are looking to book daycare or have specific questions, transfer.
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Snowshed Retail, Snowshed Demos, Front Desk
- See what the guest needs assistance with. If it is something we are able to assist them, do so. If it is a request specifically for one of the above groups that we are unable to facilitate, it is okay to transfer.
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Dispatch
- Lost Skier: Record the caller's phone number, call dispatch and identify yourself to them and relay the phone number of the guest being transferred, transfer the caller to dispatch. Do not worry about identifying location, name or injury etc.
- Injured Skier: Collect the guests phone number, name and location, Call dispatch, introduce yourself to them, tell them you have an injured guest and give them the guest's info.
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Guest Transport: Record the callers phone number, if the situation is deemed urgent or questionable, please reach out to dispatch via phone, tell them you have a guest requesting a transport, and transfer guest. If the situation is very clearly deemed non-urgent, reach out to the dispatch chat.
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Interdepartmental Transfers
- To Another Agent: Please send a private message to the agent that the guest is looking to talk to. See if they are available to take a call from the guest or if it is something you are able to assist them. If a transfer is needed, transfer to that person.
- To SOD: Please message the chat with all appropriate information regarding what the guest needs. Ask to speak with SOD and if anyone is available. If a transfer is deemed necessary, confirm the SOD you are transferring to is available and transfer.