Consult transfer a call


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: a blind transfer (all interaction types) and a consult transfer (call interactions). A blind transfer allows you to transfer an interaction immediately to a person or queue. A consult transfer allows you to connect with a person or queue before transferring a call. For more information about how transfers behave in Genesys Cloud, see Transfer a call and Transfer a call without speaking to the intended recipient.

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

To perform a consult transfer, follow these steps:

  1. Click Transfer in the call controls.

    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 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 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 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.

    Note: If you do not have access to call logs, Interaction Log does not appear on interactions.

    Consult transfer connected

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

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

    Consult transfer connectedYou 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 .
  3. 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.

  4. To finish the transfer, click Complete.Transfer confirmed

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

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

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.

    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: 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.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 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.

    Consult transfer connected

  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.

    Consult transfer connectedYou 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.Transfer confirmed

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.

    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 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 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. 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 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 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.

    Consult transfer connected

  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.

    Consult transfer connected

    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.Transfer confirmed

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

For more information, see Blind transfer an interactionWorkspace transferTransfers, 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.

    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: 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 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 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

  1. 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.

    Consult transfer connected

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

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

    Consult transfer connectedYou 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 .
  3. 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.

  4. To finish the transfer, click Complete.Transfer confirmed

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

For more information, see Blind transfer an interactionTransfers, 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.