Transfer voice interactions


Prerequisites

The following permissions:

  • Conversation > Call > Add
  • Routing > Queue > View
  • Routing > Agent > OnQueue
  • Routing > Queue > Join
  • Routing > Queue > Search
  • Routing > Queue > View

There are two ways to transfer a voice interaction to another person, number, external contact, or queue:

  • Blind Transfer: Transfer a call without speaking to the intended recipient.
  • Consult Transfer: Talk with the intended recipient before transferring a call.


Use 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 the Blind Transfer icon. Transfer icon
  2. Type in the number you want to transfer the call to and press Enter, or start typing the user, external contact, or queue that you want to transfer the call to.
  3. If you are transferring the call to a user, external contact, or queue, select the user or queue from the suggestions displayed. 
  4. Click Transfer
    Genesys Cloud transfers the call to the number, person, or queue and sends you into after call work.

Note: 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.


Use consult transfer to talk with the intended recipient before transferring a call.

  1. From the current call, click the Consult Transfer icon. Consult icon
  2. Type in the number you want to transfer the call to and press Enter, or start typing the user, external contact, or queue that you want to transfer the call to.
  3. Select the user, external contact, or queue from the suggestions displayed. 
  4. Click Consult

    Genesys Cloud connects to the selected recipient and places the original call on hold. 

  5. To complete the call, use the consult transfer controls: 
    Icon Action

    Hold Consult transfer Hold icon

    • To place one of the participants on hold, select the Hold icon beside that participant. While on hold, you and the other participant cannot hear the held participant. The held participant cannot hear you or the other participant and instead hears hold music. 
    • To connect all three participants in a conference call before transferring, clear all Hold icons. 

    Note: You cannot hold both participants at the same time.

    End Call Consult transfer End call icon

    • To stop the transfer and disconnect the intended transfer recipient, select the End Call icon beside the intended recipient.
    •  To disconnect the original call, select the End Call icon beside the original call.

    Transfer Consult transfer Transfer icon

     

    Transfer the call to the intended recipient. After the call transfers to the person or queue, Genesys Cloud sends you into after call work.

    Mute Consult transfer Mute icon

    Mute yourself so the other participants cannot hear what you are saying. You can hear the other participants.