Transfers, consulting, and conferences

Manage active calls by instantly transferring customers to the right department, initiating a private consultation with a colleague before handing off a call, or merging calls to establish a three-way conference.

You can transfer the call you are handling to an internal or external number either as a warm (assisted/attended/announced) transfer or as a cold (blind/unattended/unannounced) transfer.

Alternatively, you can make a consultation call and choose one of four options:

perform a warm transfer
start a three-way conference
end the consultation to return to the original caller
end the consultation, and peform a cold transfer


Event	Description	Action
Warm transfer/assisted transfer	Transfer a call to a colleague after privately speaking with them first. This ensures the recipient is available and has context before talking to the caller.	Place the original caller on hold. Call and consult with the third party. Complete the transfer, connecting the original caller to the third party.
Cold transfer/blind transfer	Immediately transfer a call to another queue or person unannounced. This is typically used when the caller does not need a personal introduction or call context explained to the transferring party.	Start the transfer to the target number or extension. Complete the transfer, which disconnects you from the call.
Consultation	Place a caller on hold to ask a colleague for assistance. After the consultation, you return to the original caller to continue the conversation yourself.	Place the original caller on hold. Call and consult with the third party. End the consultation call and resume the conversation with the original caller.
Conference	Add a third person to an active call, allowing all three participants to speak together.	Place the original caller on hold. Call the third party and wait for them to answer. Start the conference.