Transfers


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

The client supports two types of transfers: a blind transfer (all interaction types) and a consult transfer (call interactions). A blind transfer allows you to transfer an interaction immediately to a person or queue. A consult transfer allows you to connect with a person or queue before transferring a call. For more information about how transfers behave in PureCloud, see Transfer a call and Transfer a call without speaking to the intended recipient.

Other transfer functionality is specific to PureCloud Embeddable Framework, PureCloud for Salesforce, and PureCloud for Zendesk.

A person can be in your PureCloud organization or your third-party system. You can search for a person in your system before transferring an interaction if the following conditions are true: 

  • The integration is configured to search your system. 
  • Your system lists at least one phone number for this person.

Administrators can configure the integration to transfer additional content with an interaction. See addTransferContext (Developer Center).

For more information, see Blind transfer an interaction, Consult transfer a call, and Call controls.

A person can be in your PureCloud organization or your Salesforce organization. You can search for a person in your Salesforce organization before transferring an interaction if the following conditions are true: 

In Salesforce apps with console navigation, you can also transfer a workspace with an interaction.

For more information, see Blind transfer an interaction, Consult transfer a call, Workspace transfers, and Call controls.

A person can be in your PureCloud organization or your Zendesk organization. You can search for a user in your Zendesk organization before transferring an interaction if the following conditions are true: 

  • The integration is configured to search Zendesk. See Configure search in Zendesk.
  • You have permission to access users in Zendesk.
  • Zendesk lists phone numbers for users.

For more information, see Blind transfer an interaction, Consult transfer a call, and Call controls.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.