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.

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

  1. From the current call, click Expand  and select Transfer.
  2. 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.To see all matching results, click the User, Queue, and External Contact tabs and scroll until the total showing is the same number as the matching results.
      • 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.
  3. 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:

  1. From the current call, click Expand  and select Transfer.
  2. 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. To see all matching results, click the User, Queue, and External Contact tabs and scroll until the total showing is the same number as the matching results.
      • 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.
  3. Click Consult. Genesys Cloud places the first participant on hold while it connects with the recipient.
  4. 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 that you transfer 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.