Transfer a Call

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Transfer a Call

Use this section if, whilst on a two-way call, you want to transfer the original party to a third party. You can transfer the call using one of two methods:

Transfer method

Description

Cold transfer

Calls a third party while the original party is placed on hold. When the third party answers, the original and third parties are connected immediately, dropping you out of the call. See Perform a Cold Transfer.

Warm transfer

This calls a third party while the original party is placed on hold. When the third party answers, you can discuss the intended transfer with them before committing or cancelling the transfer. This is also known as a consultation call.

See Perform a Warm Transfer.

Perform a Cold Transfer

Click the Transfer button. The caller is placed on hold and a dialog appears allowing you to enter the destination number of the third party.

Preset destinations may also be displayed (as shown below) depending on your configuration. The buttons allow you to dial a destination with a single click.

Note: if you see an OK button instead of the Cold and Warm buttons, then you cannot perform a cold transfer. Clicking the OK button (or pressing the Enter key on your keyboard) will perform a warm transfer.

Use one of the following methods to call the third party.

Calling method	Instructions
By typing a telephone or extension number	Type the third party's telephone or extension number in the displayed field and then click Cold (or press F10 on your keyboard).
By selecting a contact from your contacts list	Open or search the contacts list. Click a number in the list to add them the dialog, and then click Cold (or press F10 on your keyboard). If the contact is a storm user, make sure that their status is Available. Note: the contacts list shows the current wait time for queues instead of an availability status. If the wait is long you may warn the caller or take an alternative action. The queue contact icon turns orange if the wait is over five minutes, or red if the wait is over ten minutes.
By selecting a pre-configured destination	In the displayed dialog, select the button corresponding to the third party if it is configured for a cold transfer. Ask your administrator for advice on the use of these buttons.

Wait for the transfer target to answer the call. On answer, you will automatically drop out of the call, and the original party will be in conversation with the third party.

Perform a Warm Transfer

Click the Transfer button. The caller is placed on hold and a dialog appears allowing you to enter the destination number of the third party.

Preset destinations may also be displayed (as shown below) depending on your configuration. The buttons allows you to dial a destination with a single click.

Note: you may see an OK button instead of the Cold and Warm buttons.

Use one of the following methods to call the third party.

Calling method	Instructions
By typing a telephone or extension number	Type the third party's telephone or extension number in the displayed field and then click Warm (or press F11 on your keyboard), or OK, whichever is available.
By selecting a contact from your contacts list	Open or search the contacts list. Click a number in the list to add them the dialog, and then click Warm (or press F11 on your keyboard). If the contact is a storm user, make sure that their status is Available. Note: the contacts list shows the current wait time for queues instead of an availability status. If the wait is long you may warn the caller or take an alternative action. The queue contact icon turns orange if the wait is over five minutes, or red if the wait is over ten minutes.
By selecting a pre-configured destination	Note: some destinations may be configured to transfer the call directly to the third party while dropping you out of the call (cold transfer). You must not select any of these destinations. Ask your administrator for advice on the use of these buttons. In the displayed dialog, select the button to call the third party.

Wait for the third party to answer the ringing call.

While the phone is ringing, you can use one of the following buttons if you decide not to call the third party:

Action before third party answers

Instructions

Call a different party

Click the Cancel button if you decide to call a different third party. The ringing will stop and the original party will remain on hold.

You may now use the Transfer button to call a different party (by returning to step 1).

Cancel the warm transfer

Click the Take Back button if you decide not to proceed with the warm transfer. The ringing will stop and you will be returned to speaking with the original party.

When the third party answers, consult with them. The following buttons appear on the call bar:

(Optional) Use the Toggle button if you need to speak to the original party during the consultation call.

Clicking the button once switches your conversation to the original party. The intended third party is put on hold and cannot hear the conversation.

Clicking the button again reverts to the intended third party. The original party is put on hold and cannot hear the conversation.

You may toggle between the parties as many times as is required.

On the call bar, the party with whom you are currently speaking is displayed at the top of the bar in bold text. In the illustration below, the agent is currently consulting with agent Chloe Taylor and has been doing so for a minute and fourteen seconds.

When you have finished the consultation, do one of the following:

Action on finishing consultation	Instructions
Call a different third party	Click the Cancel button. This keeps the original party on hold. You can then use the Transfer button to call another third party (by returning to step 1).
Return to the two-way call	Click the Take Back button. This drops the consultation call and puts you back in conversation with the original party.
Commit the warm transfer	Click the Transfer button. This connects the original party to the third party and drops you out of the call.