Transfer a call
Prerequisites
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.
To perform a blind transfer after making or receiving a call:
- From the Calls panel, 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 click the intended person or queue from the list of suggestions.Notes:- 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.
To perform a consult transfer after making or receiving a call:Note: You can only consult with one other participant.
- From the Calls panel, click Expand and select Transfer.
- Type the phone number in the Enter Name or Queue field and press Enter. Alternatively, begin to type a name and select the intended person or queue from the list of suggestions.Note: 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 .
Note: Calls transferred to external parties remain connected through Genesys Cloud. These connections result in two call legs: one from the original caller to Genesys Cloud and the other from Genesys Cloud to the transfer recipient. These two call legs can incur charges until one side disconnects.