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NAQC Newsroom: Tobacco Control

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

Wednesday, January 06, 2016  
Posted by: Natalia Gromov

Greetings!

The National Cancer Institute (NCI) has added codes for the Asian Smokers Quitline to its  1-800 QUIT NOW TAKE BACK AND TRANSFER (TNT) feature. Beginning this week, you will be able to transfer calls from 800-QUIT-NOW & 855-DEJELO-YA to the Asian Smokers Quitline.  There are three Take Back & Transfer (TNT) codes, one for each of the 3  languages  (Chinese, Korean & Vietnamese).  Making use of this feature, especially before the upcoming Tips campaign,  and ensuring that your staff  is aware of how to transfer a caller to another state or province is important and ensures that residents in a particular state/territory are being served by the correct 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.

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.


Take back and Transfer (TNT) Instructions
 
State Quitline that receives a call from 800-QUIT-NOW and wants to transfer the call to another State Quitline office should do the following
 

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

 

2.     Enter the 2 digit code for the office they would like to transfer the call to. See 2 digit office TNT codes attached.

 

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

  
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."  The transferring agent will 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." The 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."  The tranfsferring agent will 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,"The 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," aTransferring agent will 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." The call will end.
 
No answering:
If the transferring agent is present and the office transferring the call to does not answer in 6 rings the transferring agent will hear a message “were sorry. There’s no answer.” The transferring agent  will 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.
 


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