Consult transfer a call

The following content applies to Genesys Cloud Embeddable Framework.

To perform a consult 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.

   

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.

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: 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 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.

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.
     

     Hover over Interacting to see all media types. 

     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.

     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.

   • 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.

     

     Hover over Waiting to see all media types.

5. Click Consult.

   A transfer interaction appears in the display that shows the following items:

   • The number of connected participants.
   • A timer that indicates how long since the transfer was started.

   Initially, the original call is held and you are connected to the person or queue that you selected to consult.

   

6. To talk to all people simultaneously, click All  between the interactions.

   All turns green, indicating that the phone connection is live between all people.

   You can place one or more interactions on hold.

   • One interaction
     1. Click the interaction.
     2. Click Hold in the call controls.
     3. To remove the hold, click All . 
        Note: After placing one interaction on hold, clicking Hold causes the interactions to alternate between being held. 
   • Multiple interactions
     1. Click the transfer interaction.
     2. Click Hold in the call controls.
     3. To remove the hold, click either Hold or All .
7. When you are ready to transfer the call, click Transfer in the call controls. Or you can cancel the transfer.
    Note: Clicking Cancel does not cancel the transfer. It only causes the Transfer dialog box to disappear.
   To cancel a transfer, do the following steps:
   1. Click the interaction that you called.
   2. Click Disconnect in the call controls.
   You remain connected to the original interaction.
8. To finish the transfer, click Complete.

The transfer completes and the initial call drops off your interaction list.

For more information, see Blind transfer an interaction, Transfers, and Call controls.

The following content applies to Genesys Cloud for Salesforce.

To perform a consult 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 transfers.

   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.

   

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 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.

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: 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 people in your Salesforce 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 number of interactions that they are handling appear.

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.
     

     Hover over Interacting to see all media types. 

     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.

     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.

   • 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.

     

     Hover over Waiting to see all media types.

5. Click Consult.

   A transfer interaction appears in the display that shows the following items:

   • The number of connected participants.
   • A timer that indicates how long since the transfer was started.

   Initially, the original call is held and you are connected to the person or queue that you selected to consult.

   

6. To talk to all people simultaneously, click All  between the interactions.

   All turns green, indicating that the phone connection is live between all people.

   

   You can place one or more interactions on hold.

   • One interaction
     1. Click the interaction.
     2. Click Hold in the call controls.
     3. To remove the hold, click All . 
        Note: After placing one interaction on hold, clicking Hold causes the interactions to alternate between being held. 
   • Multiple interactions
     1. Click the transfer interaction.
     2. Click Hold in the call controls.
     3. To remove the hold, click either Hold or All .
7. When you are ready to transfer the call, click Transfer in the call controls. Or you can cancel the transfer.
    Note: Clicking Cancel does not cancel the transfer. It only causes the Transfer dialog box to disappear.
   To cancel a transfer, do the following steps:
   1. Click the interaction that you called.
   2. Click Disconnect in the call controls.
   You remain connected to the original interaction.
8. To finish the transfer, click Complete.

The transfer completes and the initial call drops off your interaction list.

For more information, see Blind transfer an interaction, Workspace transfer, Transfers, and Call controls.

The following content applies to Genesys Cloud for Zendesk.

To perform a consult 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.

   

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.

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: 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.

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.
     

     Hover over Interacting to see all media types. 

     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.

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

     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.

   • 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.

     

     Hover over Waiting to see all media types.

5. Click Consult.

   A transfer interaction appears in the display that shows the following items:

   • The number of connected participants.
   • A timer that indicates how long since the transfer was started.

   Initially, the original call is held and you are connected to the person or queue that you selected to consult.

   

6. To talk to all people simultaneously, click All  between the interactions.

   All turns green, indicating that the phone connection is live between all people.

   You can place one or more interactions on hold.

   • One interaction
     1. Click the interaction.
     2. Click Hold in the call controls.
     3. To remove the hold, click All . 
        Note: After placing one interaction on hold, clicking Hold causes the interactions to alternate between being held. 
   • Multiple interactions
     1. Click the transfer interaction.
     2. Click Hold in the call controls.
     3. To remove the hold, click either Hold or All .
7. When you are ready to transfer the call, click Transfer in the call controls. Or you can cancel the transfer.
    Note: Clicking Cancel does not cancel the transfer. It only causes the Transfer dialog box to disappear.
   To cancel a transfer, do the following steps:
   1. Click the interaction that you called.
   2. Click Disconnect in the call controls.
   You remain connected to the original interaction.
8. To finish the transfer, click Complete.

The transfer completes and the initial call drops off your interaction list.

For more information, see Blind transfer an interaction, Transfers, and Call controls.