Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Handling Voice Businesses/ Transferring Calls
Updated on 2025-11-07 GMT+08:00
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Transferring Calls

An agent can transfer a call to another skill queue, a third-party system, another agent, or an IVR to handle customer businesses.

Context

A call can be transferred to an external number, another agent, a skill queue, or an IVR. After an inbound call is transferred, the call-related information is also transferred.

The following table describes the transfer types for transferring a call to a skill queue or another agent.

Table 1 Call transfer types

Transfer Type

Description

Success Transfer

After an agent transfers a call, the agent releases the call only after the transferred-to agent answers the call. Otherwise, the system displays a message indicating that the transfer fails and the agent continues to talk with the customer.

Release Transfer

After an agent transfers a call, the agent releases the call immediately, regardless of whether the transferred-to agent answers the call. However, if an agent transfers the call to a skill queue, the agent releases the call only after the transfer is successful.

Conversation Transfer

This mode can be selected only when a call is transferred to an external number.

After an agent transfers a call, the system monitors the call transfer process. After the called party answers the call and talks with the customer, the agent can release the call.

Hang-up Transfer

After an agent transfers a call to an automatic flow, the agent is in waiting state. After handling the call, the flow transfers the call back to the agent.

A transfer diagram element cannot be configured in the IVR flow to further transfer the call to another device.

If a call transfer policy is configured for a skill queue that receives calls on the Configuration Center > Workbench Configuration > Call Forwarding Policy Configuration page, the target displayed during call transfer is the one configured in the call transfer policy. If the agent, skill queue, IVR, and external number are configured to not transfer calls in the call transfer policy, this tab page is not displayed during call transfer.

Prerequisites

The agent is in talking state.

Procedure

After answering an inbound call, the agent finds that the call needs to be transferred.

  1. Click on the connection bar.

  2. Click the tab corresponding to the transferred-to object.

    • Transfer to a skill queue
      Figure 1 Transfer Call - Skill Queue page
    • Transfer to an agent
      Figure 2 Transfer Call - Agent page

      : The agent is idle.

      : The agent is in an online chat.

      After agent A successfully transfers a call to agent B, the information about agent A and the organization is displayed in the lower right corner of agent B's voice and video workbench, including:

      • Call type
      • Media type
      • Caller Number
      • Called Number
      • Agent ID
      • Agent Name
      • Agent Skill Queue ID
      • Agent Skill Queue Name
      • Agent Phone Number
        • If the value of Fixed-Line Number/Agent Mobile is not configured for the agent, the value of the Agent Phone Number is the softphone number of the agent.
        • If the value of Fixed-Line Number/Agent Mobile is configured for the agent, the value of the Agent Phone Number is the mobile number or fixed-line phone number configured for the agent.
      • ID of the OU to which the agent belongs
      • Name of the OU to which the agent belongs
      • Remarks of the transfer
    • Transfer to an external number
      • An agent can directly select an external number configured on the Configuration Center > Resource Management > External Number page.
      • When User Number Forwarding is set to Turn on for the selected external number, only Success Transfer and Conversation Transfer are supported.
      • When User Number Forwarding is set to Shutdown for the selected external number, Conversation Transfer is supported for the agent during the customer's inbound call and is not supported during the agent's outbound call.
      • When an external number is entered, Release Transfer is supported for the agent during the customer's inbound call and is not supported during the agent's outbound call.
      • During a call between an agent and customer 1, if the agent transfers the call to customer 2 in Conversation Transfer mode and then customer 1 hangs up, the agent cannot further transfer the call to an external number.
      • During a call between an agent and customer 1, if the agent transfers the call to customer 2 in Conversation Transfer mode and then customer 2 hangs up, the agent can further transfer the call to an external number.
      Figure 3 Transfer Call - External page
      Figure 4 Transfer Call - External page (entering)
    • Transfer to an IVR
      Figure 5 Transfer Call - IVR page

      If Redis fault bypass is enabled, the function of transferring calls to IVRs is unavailable.

      The parameter All accessible organizations is displayed only when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes.

  3. Select an idle agent, a skill queue, or an IVR or enter an external number, and then click OK.

After the transfer, the current agent enters the Idle state.