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Transferring a Call

You can transfer an active call to another agent, skill, or phone number.

Steps

1. Click TRANSFER on the Contact Card

The Transfer panel opens.

2. Select Transfer Type

Choose to transfer to an Agent, Skill, or Phone Number.

3. Search for and Select the Transfer Destination

Use the search field to find the agent or skill, or enter a phone number.

4. Choose a Warm or Cold Transfer

  • Warm Transfer — You speak with the receiving agent before connecting the contact.
  • Cold Transfer (Blind) — The call is transferred immediately without a consultation.

5. Complete the Transfer

For a warm transfer, click COMPLETE after briefing the receiving agent. For a cold transfer, the transfer completes immediately upon selection.