Agents transfer live calls from the agent desktop in two ways. A blind transfer sends the caller straight to the target and ends the agent's call. A warm transfer holds the caller while the agent briefs the target, then connects them. The target can be a phone number or another agent.
Facts#
| Type | What happens | Caller experience |
|---|---|---|
| Blind | The caller is sent to the target immediately; the agent's call ends | Connected to the target |
| Warm | Caller on hold, agent consults the target, then Complete transfer | On hold during the consult |
| Cancel warm | Agent drops the consult and resumes the caller | Back with the original agent |
How to transfer#
- Press Transfer during a call.
- Enter the target: a phone number or an agent.
- Choose:
- Blind: transfer immediately without consulting.
- Warm: consult the target before completing.
- For a warm transfer, the desktop shows "Consulting ... caller is on hold." Talk to the target, then press Complete transfer to connect them, or Cancel to return to the caller.
FAQ#
What happens to my call after a blind transfer?#
It ends. The disposition dialog opens so you can wrap up.
Does the caller hear the consult in a warm transfer?#
No. The caller is on hold while you consult.
Can I cancel a warm transfer?#
Yes. Cancel drops the consult call and resumes your call with the caller.
Can I transfer to another queue?#
Transfer to the queue's phone number. The caller then waits in that queue.
Are transfers counted in reports?#
Not yet. Reports list transfers as "not recorded".
Can I transfer during a dialer call?#
Yes. Dialer calls bridged to an agent use the same desktop controls, including blind and warm transfer.