Transferring a call to a third party

You can transfer an active call to another agent (or a supervisor), or to another queue, such as a different team. You can also consult another party before transferring a call.

Click play to watch a video on transferring a call.

Manage transfer #

1. In the Transfer and Consult dialog, do one of the following:
   • To display a dropdown list of agents or queues to transfer to or consult with, click the extend icon ()
   • For Phone Number, either enter a number directly or search for a name or number
2. For the appropriate agent or queue, click the call button ()
3. Select the transfer method. This can be one of the following:
   • To transfer the call without speaking to the new agent/supervisor first, click:
   • To consult the new agent/supervisor (while excluding the caller) before transferring the call, click:
4. The call will be transferred directly or you will be connected to consult the new agent/supervisor

Agent selection #

Only agents who are currently available are listed. This includes agents who:

• Are not currently handling or wrapping up a call
• Are currently handling an email or a webchat
• Are on an interruptable break

If you select an agent who is no longer available, the following icon is displayed for the agent:

Note: Only queues with at least one available agent are listed. The call will be transferred to the agent in the group who has been available for the longest time. If there are no available agents in the group when the outdial attempt is made, the call fails.

Consult Options #

While consulting, buttons to help you manage your call are displayed:

Icon	Description
	This button will return you to your caller to speak with them privately.
	Click this button to set up a three-way conversation between you, the caller, and the new agent/supervisor before the call is transferred (a managed call transfer).
	This button will transfer the call to the new agent/supervisor.
	Click this to end the consult and return to your caller.