Call Transfers

Customize how Call Transfers work in Team Settings

Call Transfers are available in Sales Engage, Enterprise, Performance, Growth, and Connect plans. However, Team Settings are only available on Sales Engage, Enterprise, and Connect plans.

Recording:  Determine whether we transfer with recording on or off.

CallerID: Determine the phone number seen by the party receiving the transfer.

• Hold & Transfer or Warm Transfer: By default, when using hold and transfer, the caller stays on hold if the agent transferring hangs up. Toggling this switch on will allow the remaining agent to take over the call and not have to take the caller off hold.
  • To warm transfer, click the Add button, then choose Hold & Agent, or Hold & Number
  • In this example, Hold & Number was selected. Next, choose the number to which you want to transfer the call. 
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  • After speaking to the agent you're transferring to, hang up the call by clicking the hang up button.
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• Silence Transfer Ringing while call is live: If the agent is on a live call and receiving a live transfer for operator mode or inbound/outbound call transfers silence the audio but still present the option to answer.
• Disable early media preventing participants from hearing the ringing sound when adding new participants to the conference.
• Hide the transferring agent's name and transfer number from receiving agent.