Only users with the appropriate permissions can transfer calls to an external number. If you're unsure about your access level, please contact your Supervisor.
You can only transfer an active call. Before customers are transferred, they are put on hold. When a call is transferred to you, process it as any other call.
You can transfer a call in one or two steps:
Two-step (warm or attended) transfer: select Initiate transfer to speak briefly with the recipient before disconnecting from the initial party and transferring the call.
One-step (cold or blind) transfer: select Mute transfer to disconnect immediately from the initial party and transfer the call at the same time. During a one-step transfer, the customer hears everything before the recipient answers the phone, such as ringing, music on hold, and voicemail.
How to Initiate Transfer
Click Transfer.
Type the number.
Choose Transfer option.
Warm
Cold
Warm Transfer
Click Warm.
Click Initiate Transfer...
Select Disposition.
Choose the correct Disposition based on your training and your team's internal procedures. This ensures accurate tracking and consistent handling across all call outcomes.
Click Initiate Transfer
Speak briefly with the destination party (recipient of the transferred call) before transferring the party who is on hold. Click Toggle Hold to switch back to speaking to the original calling party. The destination party is then placed on hold. You can toggle back and forth between the two parties.
Speaking to destination party, original party on hold:
Speaking to original party, destination party on hold:
6. Click Complete Transfer.
Cold Transfer
Click Cold.
Click Complete Transfer…
Select Disposition.
Choose the correct Disposition based on your training and your team's internal procedures. This ensures accurate tracking and consistent handling across all call outcomes.
Click Complete Transfer.
Important! If the transfer is not answered within 10 minutes, the call will return to the transferring agent.