Transfer a Call Using the Softphone

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Service Cloud Voice. For more information, see this Knowledge Article.

To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Service Cloud Voice. Service Cloud Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Service Cloud Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Service Cloud Voice.

To transfer a call to another call center user or to an external phone number:

1. Attach any relevant Salesforce records to the call that you want to transfer. For example, if you created a case for the call, save it, and make sure that it is selected in one of the Related To fields of the current call log. This action ensures that the user to whom you are transferring the call has access to the case in his or her softphone.
2. Click Transfer in the softphone line that you want to transfer. You remain on the line with your first caller and a new dial pad becomes active.
3. Use the dial pad, your keyboard, or the call center directory to enter the phone number of the person to whom the call is transferred.
4. Click Initiate Transfer. Your first caller is automatically put on hold while you are on the call with the destination number. If a number you dial is busy, a message appears and you can dial again or cancel the call.
5. When you are ready to transfer your first caller to the destination number, click Complete Transfer. If you no longer want to transfer the call, click Cancel Transfer.

When you complete a transfer, your line is immediately freed and you return to the Ready for Calls state.