Greetings quitline service providers!
It has come to our attention that there may be intake and/or counseling staff out there that are not aware of the
1-800 QUIT NOW TAKE BACK AND TRANSFER (TNT) feature. Making use of this feature and ensuring that your staff are 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. If you have further questions related to TNT, please call Bob Zablocki at 301.594.9428 or contact him via email at
zablocb@mail.nih.gov.
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 provider should do the following:
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Dial *8 (at this point the caller is placed on hold and will hear music until the transfer is complete).
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Enter the 2 digit code for the state they would like to transfer the call to. Please find the 2 digit codes here.
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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 2
nd time they will hear the same message. "Your entry is invalid. Please try again”
After the 3
rd 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 2
nd time they will hear the same message. "You did not enter enough digits. Please try again."
After the 3
rd 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.
