Transferring Calls and Adding Participants

An agent can transfer an active call to or conference with a queue, another agent, a transfer list destination, or an external number.

  • Transfer: Completes a "cold transfer" by sending the caller directly to a queue, transfer list endpoint, or telephone number without the initiating agent waiting to speak to the new agent or for the transfer to complete.
  • Add Participant: Allows an agent to add multiple participants to an active call with options to speak to each individually or merge participants together. The agent can manage each conversation separately with individual call handling controls, merge all participants together for a conference, or transfer the caller to another participant for a "warm transfer".

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