Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Prerequisites

  • AnalyticsQueue Observation > View permission

The client supports two types of transfers:

  • Blind transfer: A blind transfer allows you to transfer an interaction immediately to a person or queue.  This option is available for all types of interactions such as, voice, email, chat, message, voicemail, and callback.
  • Consult transfer: A consult transfer allows you to connect with a person or queue before transferring a call. You transfer a call after speaking to the intended recipient. This option is available only for voice interaction.

For more information about how transfers behave in Genesys Cloud, see Transfer a call and Transfer a call without speaking to the intended recipient.

Also, see Transfer status to understand how the transfer proceeds for a digital interaction in embedded client. For more information about how transfers behave in Genesys Cloud, see Transfer a digital interaction.

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

To perform a blind transfer, follow these steps:

  1. Click Transfer in the call controls.
    Note: The Consult button does not appear in the Transfer window for chat, email, message, and ACD voicemail interactions.

    Transfer window

  2. Narrow your search to People or Queues, if applicable.

    By default, both People and Queues are active and appear with gray backgrounds. The integration searches both People and Queues for any name or number that you type in the Name or Number box.

    Note: People include people and external contacts in your Genesys Cloud organization.

    • To search only for Queues, make People inactive by clicking People

      Only Queues is active and appears with a gray background.

    • To search only for People, make Queues inactive by clicking Queues.

      Only People is active and appears with a gray background.

    • To search both People and Queues after making one option inactive, click the option without a gray background.

      Both People and Queues become active and appear with gray backgrounds.

    Your selection persists and appears the next time that you start a transfer.Transfer window with Queues selected

  3. In the Name or Number box, type a queue name, a person’s name, or a phone number.

    As you start to type a name, a list of people and queues appear. (If you made People inactive, then a list of queues appears. If you made Queues inactive, then a list of people appears.)

    Note: External contacts in your Genesys Cloud organization only appear in the results if there are phone numbers associated with them.

    People in your Genesys Cloud organization appear first in the results, followed by queues and then external contacts in your Genesys Cloud organization. The integration limits the results of each search type (people, queues, external contacts) to 25.

    The client shows the status of people. If they are handling interactions, the client shows the number of interactions that they are handling.Type ahead search results for transfers

  4. Click the person or queue that you want to transfer the interaction to.
    • People

      When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:

      • The person’s status.
      • The number and type of interactions that the person is currently handling.
      Statistics for person being called

      Hover over Interacting to see all media types. Statistics for person expanded

      If you click a person in your Genesys Cloud organization, the person’s status appears. If the person is on the phone, this information also appears.Transfer window with person's status

      If you click an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call. Type ahead search results for transfers

    • Queues

      When you click a queue, statistics for the queue appear. The statistics include the following items:

      • The number and type of interactions waiting in the queue.
      • The number of active and total agents in the queue.
      • The estimated wait time for an agent to answer.

      Statistics for queue

      Hover over Waiting to see all media types.Statistics for queue expanded

  1. Click Blind.

The following content applies to Genesys Cloud Embeddable Framework.

To perform a blind transfer, follow these steps:

  1. Click Transfer in the call controls.

    Your administrator can configure the integration to transfer additional content with an interaction.

    Note: The People and Queues buttons appear by default. However, your administrator can configure whether the buttons appear or not. The Consult button does not appear for chat, email, message, and ACD voicemail interactions.

    Transfer workspace window

  2. Narrow your search to People or Queues, if applicable.

    By default, both People and Queues are active and appear with gray backgrounds. The integration searches both People and Queues for any name or number that you type in the Name or Number box.

    Note: People include both people and external contacts in your Genesys Cloud organization and people in your system.

    • To search only for Queues, make People inactive by clicking People

      Only Queues is active and appears with a gray background.

    • To search only for People, make Queues inactive by clicking Queues.

      Only People is active and appears with a gray background.

    • To search both People and Queues after making one option inactive, click the option without a gray background.

      Both People and Queues become active and appear with gray backgrounds.

    Your selection persists and appears the next time that you start a transfer.Transfer window with Queues selected

  3. In the Name or Number box, type a queue name, a person’s name, or a phone number.

    As you start to type a name, a list of people and queues appear. (If you made People inactive, then a list of queues appears. If you made Queues inactive, then a list of people appears.)

    Note: External contacts in your Genesys Cloud organization only appear in the results if there are phone numbers associated with them.

    People and queues in your Genesys Cloud organization appear first in the results, followed by people in your system and then external contacts in your Genesys Cloud organization. The integration limits the results of each search type (people, queues, external contacts) to 25.

    The client shows the status of people in your Genesys Cloud organization. If they are handling interactions, the client shows the number of interactions that they are handling.Type ahead search results for transfers

  4. Click the person or queue that you want to call.
    • People

      When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:

      • The person’s status.
      • The number and type of interactions that the person is currently handling.
      Statistics for person being called

      Hover over Interacting to see all media types. Statistics for person expanded

      If you click a person in your Genesys Cloud organization, the person’s status appears. If the person is on the phone, this information also appears. Transfer window with person's status

      If you click a person in your system or an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call.Transfer window with multiple numbers for person

    • Queues

      When you click a queue, statistics for the queue appear. The statistics include the following items:

      • The number and type of interactions waiting in the queue.
      • The number of active and total agents in the queue.
      • The estimated wait time for an agent to answer.

      Statistics for queue

      Hover over Waiting to see all media types.Statistics for queue expanded

  5. Click Blind.

The following content applies to Genesys Cloud for Salesforce.

To perform a blind transfer, follow these steps:

  1. Click Transfer in the call controls.

    In Salesforce apps with console navigation, you can transfer the workspace with the call. For more information, see Workspace transfer

    Note: The People and Queues buttons appear by default. However, your administrator can configure whether the buttons appear or not. The Consult button does not appear for chat, email, message, and ACD voicemail interactions.

    Transfer workspace window

  2. Narrow your search to People or Queues, if applicable.

    By default, both People and Queues are active and appear with gray backgrounds. The integration searches both People and Queues for any name or number that you type in the Name or Number box.

    Note: People include people and external contacts in your Genesys Cloud organization and people in your Salesforce organization.

    • To search only for Queues, make People inactive by clicking People

      Only Queues is active and appears with a gray background.

    • To search only for People, make Queues inactive by clicking Queues.

      Only People is active and appears with a gray background.

    • To search both People and Queues after making one option inactive, click the option without a gray background.

      Both People and Queues become active and appear with gray backgrounds.

    Your selection persists and appears the next time that you start a transfer.Transfer window with Queues selected

  3. In the Name or Number box, type a queue name, a person’s name, or a phone number.

    As you start to type a name, a list of people and queues appear. (If you made People inactive, then a list of queues appear. If you made Queues inactive, then a list of people appear.)

    Note: External contacts in your Genesys Cloud organization only appear in the results if there are phone numbers associated with them.

    People and queues in your Genesys Cloud organization appear first in the results, followed by people in your Salesforce organization.

    The client shows the status of people in your Genesys Cloud organization. If they are handling interactions, the client shows the number of interactions that they are handling. Type ahead search results for transfers

     

  4. Click the person or queue that you want to transfer the interaction to.
    • People

      When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:

      • The person’s status.
      • The number and type of interactions that the person is currently handling.
      Statistics for person being called

      Hover over Interacting to see all media types. Statistics for person expanded

      If you click a person in your Genesys Cloud organization, the person’s status appears. If the person is on the phone, this information also appears.Transfer window with person's status

      If you click a person in your Salesforce organization or an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call. Transfer window with multiple numbers for person

    • Queues

      When you click a queue, statistics for the queue appear. The statistics include the following items:

      • The number and type of interactions waiting in the queue.
      • The number of active and total agents in the queue.
      • The estimated wait time for an agent to answer.

      Statistics for queue

      Hover over Waiting to see all media types.Statistics for queue expanded

  5. Click Blind.

The following content applies to Genesys Cloud for Zendesk.

To perform a blind transfer, follow these steps:

  1. Click Transfer in the call controls.

    Note: The People and Queues buttons appear by default. However, your administrator can configure whether the buttons appear or not. The Consult button does not appear for chat, email, message, and ACD voicemail interactions.

    Transfer window

  2. Narrow your search to People or Queues, if applicable.

    By default, both People and Queues are active and appear with gray backgrounds. The integration searches both People and Queues for any name or number that you type in the Name or Number box.

    Note: People include both people and external contacts in your Genesys Cloud organization and users in your Zendesk organization.

    • To search only for Queues, make People inactive by clicking People

      Only Queues is active and appears with a gray background.

    • To search only for People, make Queues inactive by clicking Queues.

      Only People is active and appears with a gray background.

    • To search both People and Queues after making one option inactive, click the option without a gray background.

      Both People and Queues become active and appear with gray backgrounds.

    Your selection persists and appears the next time that you start a transfer.Transfer window with Queues selected

  3. In the Name or Number box, type a queue name, a person’s name, or a phone number.

    As you start to type a name, a list of people and queues appear. (If you made People inactive, then a list of queues appears. If you made Queues inactive, then a list of people appears.) To return a list of users in your Zendesk organization, type complete words (such as John or Zendesk) or phone numbers that match the format in Zendesk (13175550123).

    Note: Users in your Zendesk organization and external contacts in your Genesys Cloud organization only appear in the results if there are phone numbers associated with them.

    People and queues in your Genesys Cloud organization appear first in the results, followed by users in your Zendesk organization and then external contacts in your Genesys Cloud organization. The integration limits the results of each search type (people, queues, external contacts) to 25.

    The client shows the status of people in your Genesys Cloud organization. If they are handling interactions, the client shows the number of interactions that they are handling. Type ahead search results for transfers

  4. Click the person or queue that you want to transfer the interaction to.
    • People

      When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:

      • The person’s status.
      • The number and type of interactions that the person is currently handling.
      Statistics for person being called

      Hover over Interacting to see all media types. Statistics for person expanded

      If you click a person in your Genesys Cloud organization, the person’s status appears. If the person is on the phone, this information also appears.Transfer window with person's status

      If you click a person in your Zendesk organization, the person’s phone number appears.Transfer window with person's number

      If you click an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call. Type ahead search results for transfers

    • Queues

      When you click a queue, statistics for the queue appear. The statistics include the following items:

      • The number and type of interactions waiting in the queue.
      • The number of active and total agents in the queue.
      • The estimated wait time for an agent to answer.

      Statistics for queue

      Hover over Waiting to see all media types.Statistics for queue expanded

  5. Click Blind.

Transfer status

Depending on the type of interaction and whether you select a person or a queue to transfer the interaction, the following table describes what to expect of a transfer outcome:

Type of interaction What happens What’s Next
Voice  The call is immediately sent to the person or the queue selected.

The initial interaction drops off the interaction list and the after call work opens.

Note: If the recipient agent disconnects the transferred call, then the call is again pushed back to the queue.

Chat, email, message, callback and voicemail

The interaction is in the TRANSFERRING status until the recipient accepts the interaction.

To cancel the transfer, click the Transfer icon again in the call controls and click Cancel Transfer.

When the recipient accepts the interaction, the initial interaction drops off the interaction list and the after call work opens.

If the recipient declines the interaction, the interaction goes back to CONNECTED status in the interaction list.

For more information, see Transfers, Consult transfer a call, Workspace transfer and Call controls.

For more information about the integrations, see About the Genesys Cloud browser extensionsAbout Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.