Transfer a call
The following permissions:
- Conversation > Communication > Target
- Transfer to queue: Routing > Queue > View
- Routing > Queue > Search
You can transfer a call to a person in your organization, an external contact, or a queue. There are two ways to transfer a call:
- Blind transfer: Transfer a call without speaking to the intended recipient.
- Consult transfer: Transfer a call after speaking to the intended recipient.
Use a blind transfer to transfer a call directly to another user, number, external contact, or queue without talking to the intended recipient:
- From the current call, click Expand and select Transfer.
- Type the phone number in the Enter name or queue field and press Enter. Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.
Alternatively, 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 Notes:
- The All tab shows the sum of the initial results for the Users, Queues, and External Contacts tabs.
- You must click the intended person or queue from the list of suggestions.
- If you perform a blind transfer to a queue, Genesys Cloud remembers the skills-based information applied to the original call by default. You can strip all skills from a blind transfer in the organization settings. To apply the Strip Skills on Blind Transfer setting to a blind transfer, you must click the queue from the list of suggestions.
- If you search for an organization to call or transfer a call to, only contacts associated with that organization appear in the results.
- Click Blind. The call disappears from your active calls, and Genesys Cloud sends it to the recipient.
Use a consult transfer to talk with the intended recipient before you transfer a call:
- From the current call, click Expand and select Transfer.
- Type the phone number in the Enter name or queue field and press Enter. Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.
Alternatively, 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 Notes:
- The All tab shows the sum of the initial results for the Users, Queues, and External Contacts tabs.
- You must click the intended person or queue from the list of suggestions.
- If you search for an organization to call or transfer a call to, only contacts associated with that organization appear in the results.
- Click Consult. Genesys Cloud places the first participant on hold while it connects with the recipient.
- Do one of the following:
- If the intended recipient answers and agrees to the transfer, click Transfer.
- If the intended recipient does not answer or does not agree to the transfer, click Cancel .
- If further consulting between all three participants is necessary before transferring, click All