Transfer a Call

Both inbound and outbound calls can be transferred to any other Agent, as long as the agent has the status is Available.

Transferring Calls Between Agents

To perform a call transfer:

1. Choose the Add Caller button in the Omni-Channel widget.

2. Select an Agent from the list.

   

3. Click Call. Once you select the receiving agent, they have the option to either accept or reject the call transfer. If the agent accepts the call, both agents are able to talk before the first one leaves or merges the call.

Note:

All transfers in the Service Cloud Voice context are considered Warm Transfer, in which the first agent speaks to the second agent before merging the call into a Conference. Blind transfers are not currently supported.

Transferring Calls to External Phone Numbers

To transfer a call to an external phone number by using the keypad, follow these steps:

1. Click on the Add Caller button in the Omni-Channel widget

2. Select Keypad.

   

3. Dial the number and click the Call button to begin a call. If the user accepts the call, both are able to talk before the first one leaves or merges the call. You can swap between calls, merge both calls to form a conference, disconnect individual calls, or just transfer the call using the omni phone controls.

   

Note:

All call transfers create a new voice call record for the next agent and call leg. These Voice Call records are related with each other and can be accessed as part of the voice call data.