Learn how to transfer an active call to an external phone number.
Only users with the required permissions can transfer calls to external numbers. If you're unsure whether you have access, contact your supervisor.
Transfers can only be initiated during an active call. The caller is placed on hold during the transfer process. If you receive a transferred call, handle it as you would any other call.
Step 1. Click Transfer.
Step 2. Click the Type name or number field. Enter a phone number and then select the matching result.
Tip: You can enter the full phone number, including the country code, or select the correct country code from the dropdown.
Optional: Use the keypad. Click the keypad icon to enter the phone number.
Choose a Transfer Type
After entering or selecting the external number, choose Warm or Cold.
Type | What happens | Best for |
Warm | The caller is placed on hold while you speak privately with the recipient. | You need to introduce the call or confirm that the recipient is ready before completing the transfer. |
Cold | The call is transferred immediately without a private introduction. | No introduction is needed, and the caller can hear the dialing and ringing. |
Step 3. Select a transfer type:
Warm
Cold
Warm Transfer
Use a warm transfer when you want to speak privately with the recipient before completing the transfer.
Select Warm, enter or select the external number or contact, and then click Initiate Transfer.
Select the appropriate Disposition. Then click Initiate Transfer.
Choose a disposition based on your training and your team's procedures. This helps ensure accurate reporting and consistent call handling.
After the recipient answers, speak with them before connecting the caller. Use Toggle Hold to switch between the recipient and the caller.
Speaking with the recipient while the caller is on hold:
Speaking with the caller while the recipient is on hold:
Click Complete Transfer.
After you click Complete Transfer, a Transfer Completed banner appears to confirm that the transfer was successful. If another lead is available, the dialer automatically proceeds to the next lead.
Cold Transfer
Use a cold transfer when you want to connect the caller to the recipient immediately without a private introduction. The caller can hear the dialing and ringing.
Select Cold.
Click the Type name or number field. Enter or select the external phone number, contact name, or agent name, and then select the matching result. Click Complete Transfer.
Select the appropriate Disposition. Then click Complete Transfer.
Choose a disposition based on your training and your team's procedures. This helps ensure accurate reporting and consistent call handling.
After you click Complete Transfer, a Transfer Completed banner appears to confirm that the transfer was successful. If another lead is available, the dialer automatically proceeds to the next lead.
Note: If the recipient does not answer within one minute, the call will return to the transferring agent.
The call returns as a parked call. Click Retrieve.
The call becomes active again, allowing you to continue speaking with the caller.
Still need help? Feel free to reach out via Support chat.