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            Transfer a Call

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            Transfer a Call

            Transfer calls to another rep or queue so customers are connected to the right person who can help.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            User Permissions Needed
            To make transfers:

            Agentforce Contact Center Rep (Salesforce Voice) permission set.

            Learn how to view permissions in this permission set.
            • Make a Blind Transfer
              Transfer a call to another contact center rep or queue without giving context to the next rep.
            • Make a Warm Transfer
              Transfer a call to another contact center rep or queue. Discuss the situation with another rep before connecting them with the customer, and then leave the call.

            Make a Blind Transfer

            Transfer a call to another contact center rep or queue without giving context to the next rep.

            1. While on a call, to immediately transfer the call without waiting for the next rep to join the call, click Blind Transfer.
              Make a blind transfer.
            2. Select another rep or queue and click Call.
              Make a blind transfer to a user.

            Make a Warm Transfer

            Transfer a call to another contact center rep or queue. Discuss the situation with another rep before connecting them with the customer, and then leave the call.

            1. While on a call, click New Call.
              While on a call, transfer to another rep.
            2. To add another rep to the call, enter a rep or queue name or scroll through the list of transfer destinations to see who’s available.
            3. Select a destination and then click Call. After the second rep is connected, the Merge button is displayed on the Phone tab in the Omni-Channel utility.
              List of available reps and queues for transfers in the Omni-Channel utility.
            4. Share necessary information with the second rep before combining the calls.
            5. To swap between calls, resume the call with the customer. This puts the second rep on hold. To swap back, resume the call with the second rep.
              Click Resume in the call controls to resume conversation with the customer.
            6. To combine both calls into a single call, click Merge. Continue the call as needed with three participants.
              Note
              Note Reps can’t mute or remove the customer in a call group.
            7. To complete the warm transfer and exit the call, click Leave Call. You’re disconnected, but the call continues with the remaining participants.
            8. To become available for new calls, close the voice call tab or click All Done in the After Conversation Work (ACW) component.
             
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