Transfer voice interactions

Feature coming soon: Agent-level transfer permissions

Important: In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience has been removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see Agent UI multiple contextual panels.

PrerequisitesClick to expand

A selected phone

The following permissions:

To add a call: Conversation > Call > Add
To go onqueue: Routing > Agent > OnQueue
To join a queue: Routing > Queue > Join
To search for a queue: Routing > Queue > Search
To view a queue: Routing > Queue > View
To perform a blind transfer: Conversation > Communication > blindTransfer
To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
To perform a blind transfer to an External Contact: Conversation > Communication > blindTransferExternal
To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue
To perform a consult transfer: Conversation > Communication > consultTransfer
To perform a consult transfer to another agent: Conversation > Communication > consultTransferAgent
To perform a consult transfer to an External Contact: Conversation > Communication > consultTransferExternal
To perform a consult transfer to a queue: Conversation > Communication > consultTransferQueue[/hidden]

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 you transfer a call.

Blind transferClick to expand

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

From the current call, above the Interaction Details, click Transfer .
In the Transfer window, 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 User .
- To filter by queues, click Queue .
- 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.
  - If the person you want to transfer the call to has more than one phone number, then to select the number that you want, click More .
  - If you transfer the interaction to a queue, the interaction waits in the queue for the next available agent.
  - If you transfer an ACD call to a queue, Genesys Cloud remembers both the priority and the skills-based information applied to the original call. You can change that behavior in organization settings. For more information, see Strip skills from voice interactions on blind transfers by agents.
  - To see the number of available agents in a queue and, if available, the estimated wait time for a queue, hover over Information .
Genesys Cloud transfers the call to the number, person, or queue and sends you to after call work.

Consult transferClick to expand

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

Note: A consult can only include three parties. For more information about ACD conference calls, see Add participants to an ACD conference call.

From the current call, above the Interaction Details, click Consult .
In the Consult window, begin to type a name, and Genesys Cloud dynamically displays users, queues, and external contacts that match the input.
- To see all results, 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 that appears is the same number as the matching results.
  - If the person you want to consult with has more than one phone number, then to select the number that you want, click More .
  - To see the number of available agents in a queue and, if available, the estimated wait time for a queue, hover over Information .
From the results list, click the name of the person or queue to which you want to transfer the interaction. Genesys Cloud places the caller on hold and connects you to the person or queue that you want to consult with. Call controls appear.
To control the original call, use the top controls. To control the consultation, use the bottom controls.
Note: Available controls vary based on your organization's settings.
- To use the numeric keypad to enter numbers, click Dialpad .
- To put the second party on hold, click Hold. This action puts the second party on hold and takes the first party off hold. To put the first party back on hold and speak with the second party again, click Hold .
- To to bring the original caller into the conversation with you and the consulted party, click Resume .
- To convert the consult into an ACD conference, click Start Conference.
  Note: Although the consult is similar to a conference, the consult allows you to put either party on hold.
- To end your conversation with the consulted party, click Disconnect.
- To connect the original caller to the consulted party and leave the conversation, click Transfer.
- To mute your microphone, click Mute . To unmute your microphone, click Unmute .
- To start secure pause session, click Start Secure Pause . To end a secure pause session, click End Secure Pause .

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