Feature coming soon : New UI for transfer, consultation, and conference target selection. For more information, see the Genesys Community.

Use a blind transfer to transfer an ACD call directly to another user, number, external contact, or queue without talking to the intended recipient: 

  1. From the current call, above the Interaction Details, click Transfer .
  2. In the Transfer window, begin to type a name and from the list, select the person or queue that you want to transfer the interaction to.
    • To see all suggestions, click All .
    • To filter by Genesys Cloud users, click Users .
    • To filter by queues, click Queues .
    • To filter by External Contacts, click External Contact .
      The Genesys Cloud transfer window that shows icons for Genesys Cloud users, queues, and External Contacts

      • The All tab shows the sum of the initial results for the Users, Queues, and External Contacts tabs.
      • If the person you want to transfer the call to has more than one phone number, then to select the number that you want, click More .
      • If you transfer the interaction to a queue, the interaction waits in the queue for the next available agent.
      • If you transfer an ACD call to a queue, Genesys Cloud remembers both the priority and the skills-based information applied to the original call. You can change that behavior in organization settings. For more information, see Strip skills from voice interactions on blind transfers by agents.
    • Genesys Cloud transfers the call to the number, person, or queue and sends you to after call work.