Print Page   |   Contact Us   |   Your Cart   |   Report Abuse   |   Sign In   |   Apply for NAQC Membership
Site Search
Sign up for NAQC membership today!

Receive a monthly issue of Connections!
NAQC Newsroom: NAQC News

1-800 QUIT NOW Take Back and Transfer (TNT) Feature Refresher

Tuesday, January 7, 2014  
Posted by: Natalia Gromov

NAQC has received a number of questions about how to correctly route callers to their state of residence that have reached the incorrect quitline due to their cell phone area code. We would like to provide you with a refresher on a 1-800 QUIT NOW TAKE BACK AND TRANSFER (TNT) feature. Making use of this feature and ensuring that your staff is aware of how to transfer a caller to another state or province is important and allows us to ensure that residents in a particular state/province are being served by that state’s/province’s provider.

Below are instructions on the TNT feature provided by NCI, as well as descriptions of different scenarios that may happen when transferring a caller. To find a PDF copy of the protocol, please click here.

Also, please make sure to list your local toll free numbers under your quitline map profile. If you have any questions on the TNT feature or how to make changes to your map profile, please contact Natalia Gromov at naqc@naquitline.org.


1-800-QUIT NOW Take Back and Transfer (TNT) Instructions

A state quitline that receives a call from 800-QUIT-NOW and wants to transfer the call to another state’s quitline should do the following:

1. Dial *8 (at this point the caller is placed on hold and will hear music until the transfer is complete).

2. Enter the 2 digit code for the state they would like to transfer the call to. Please find the 2 digit codes here.

3. Once the other state answers and the call is introduced the transferring IS hangs up and the transfer is complete.

Different Scenarios That May Happen While Transferring a Call:

If 2 digit code is not found:
If the transferring agent is present and enters in an incorrect code. The agent will hear a message "Your entry is invalid. Please try again”

If transferring agent enters in an incorrect code a 2nd time they will hear the same message. "Your entry is invalid. Please try again”

After the 3rd time an incorrect code is entered the transferring agent will hear a message "You're being reconnected to the caller." And be reconnected to the caller.

If the agent hung up at any time through this process the caller will hear a message "Your call cannot be complete at this time. Please try your call again later." And call will end.

Less than 2 digits entered:
If transferring agent is present and enters in less than 2 digits. The agent will hear a message "You did not enter enough digits. Please try again."

If transferring agent enters in less than 2 digits a 2nd time they will hear the same message. "You did not enter enough digits. Please try again."

After the 3rd time less than 2 digits are entered the transferring agent will hear a message "You're being reconnected to the caller." And be reconnected to the caller.

If the agent hung up at any time through this process the caller will hear a message "Your call cannot be complete at this time. Please try your call again later." And call will end.

If all lines/trunks busy:
If the transferring agent is present and the office they are transferring the call to is busy, transferring agent will hear a message "We're sorry. The line is busy." And be reconnected to the caller.

If the transferring agent hangs up before introducing the caller, caller will hear a message "Your call cannot be complete at this time. Please try your call again later." And call will end.

No answering:
If the transferring agent is present and the office transferring the call to do not answer in 6 rings the transferring agent will hear a message "were sorry. There’s no answer.” And be reconnected to the caller.

If the transferring agent hangs up before introducing the caller, caller will hear a message "Your call cannot be complete at this time. Please try your call again later." And call will end.


Sign In


Forgot your password?

Not a NAQC Member?

Latest News

Membership 11 years!.

    3219 E. Camelback Road, #416, Phoenix, AZ 85018 | Ph: 800.398.5489 | Fax: 800.398.5489 | email: naqc@naquitline.org