Interactions Transfer
Overview
The Transfer feature allows agents to redirect active interactions (calls, chats, emails, or messages) to another agent or queue within the system.
This functionality must first be enabled by an administrator in the Settings for each channel.
Transfers are only possible for open interactions.
For textual channels only interactions with at least 1 inbound message can be transferred.
Administrators can configure transfer options by channel:
Voice: always active by default for agents, which can transfer open calls to other online agents or queue with attended or blind transfer
Chat → Chat Websites → Edit → Settings → Transfer
Email → Email Accounts → Edit → Advanced → Transfer
SMS/Open Channel/Fax/Whatsapp Connector → Accounts → Edit → Settings → Transfer
When enabling the transfer flag, you must define a timeout (in seconds) — the period the system waits for the recipient to accept the transfer before returning the interaction to the original agent’s unread list.
If at least one of this flags is enabled, the agent will see this option among those available in order to manage interactions:
Voice Transfer
For the Voice Channel, transfer is a default feature.
Agents can perform Blind (Unattended) or Attended (Warm) transfers to other online agents or queues.
WebRTC - Blind or Attended
Blind (Unattended) Transfer
During an active call, click the purple handset button.
Enter the destination agent or queue name/number in the standard transfer window.
Click TRANSFER → the call is redirected immediately, without consultation with the recipient.
Agents can optionally set and save a call disposition during transfer (even if the call is not finished)
Attended Transfer
AgentA enters the internal number or name of AgentB in the transfer field.
Click the green handset to open a consultation call with AgentB (the customer is placed on hold).
After speaking with AgentB, click the purple handset to complete the transfer.
The first call (between AgentA and the customer) automatically ends once the transfer is complete.
Phonebar - Blind or Attended
Blind (Unattended) Transfer
Click the Forward icon to open the Transfer window.
Enter the destination name or number and click Transfer.
The call is immediately redirected, without consultation with the recipient.
Attended Transfer (Consult Transfer)
Call the target agent before transferring.
Then, in the Attended Transfer section, select the target and click Transfer.
Warm Transfer
In a warm transfer (with webRTC or Phonebar) more actors are involved:
Agent1 answers the call and places the customer on hold
Agent1 calls Agent2 to consult
Agent1 initiates a Conference (Agent1, Agent2 and Customer).
Agent1 clicks Transfer option to complete the warm transfer and leaves the conference, allowing Agent2 and the customer to continue the conversation.
Report-call transfer table details
from version 3.50.0
Attended transfers populate the following fields in the report_call_transfer table:
transfererlinkedid:uniqueidof the first call legtransfereelinkedid:uniqueidof the second call leg
from version 3.51.0
Blind transfers also populate related data directly in the same table (to retrieve the significant data on the call).
In case of attended transfer, transfererlinkedid allows you to retrieve in report_call table reference call data.
Billing related fields:
Field | Description |
|---|---|
| Channel creation timestamp (start of ringing) |
| Timestamp when the agent receiving the transfer answered For transfers to external, this field may be identical to |
| Timestamp when the agent receiving the transfer abandoned the call, because the call ended or was re-transferred |
| difference in seconds between |
| difference in seconds between |
Example: Attended transfer scenario
Report Data Summary in uniqueid duration billableseconds
inboundCallId 115 90
internalCallId 20 10Report Data Summary in transfereelinkedid transfererlinkedid duration billableseconds
internalCallId inboundCallId 65 55Metrics Reference
|
|---|
Inbound calls transferred to queues
Here you can explore the different scenarios of inbound calls transferred to queue with blind or attended transfer:
Transfer type | Step1 | Step2 | Step3 | Step4 | Step5 |
|---|---|---|---|---|---|
Blind / Attended | Agent1 receives inbound call on Queue1 | Agent1 transfers to Queue2 via webRTC bar | Agent1 passes in ACW status | Agent2 or customer hangs up the call | Agent2 passes in ACW status |
Blind / Attended | Agent1 receives inbound call on Queue1 | Agent1 transfers to Queue2 via Agent Presence | Agent1 passes in ACW status | Agent2 or customer hangs up the call | Agent2 passes in ACW status |
Blind / Attended | Agent1 makes internal call on Queue1 | Agent1 transfers to Queue2 via webRTC bar | Agent1 passes in ACW status | Agent2 or customer hangs up the call | Agent2 passes in ACW status |
Blind / Attended | Agent1 makes internal call on Queue1 | Agent1 transfers to Queue2 via Agent Presence | Agent1 passes in ACW status | Agent2 or customer hangs up the call | Agent2 passes in ACW status |
If you use voice recording, you can decide to stop it when a call is transferred: explore here documentation about it.
Outbound Transfer Reporting
from version 3.42.0
Outbound transfer metrics are included in report_call for both inbound and internal calls (blind or attended) to track both the customer's talk time with the first agent and the time between the caller and the agent to whom the call was transferred.
For attended transfers, the interval when the phone rings while waiting for the agent to answer the transfer is not considered; therefore, only the actual call time exists (duration and billableseconds have the same value in the table).
In report_call table, these fields are considered:
starttime: timestamp identifying the instant the call is transferredsystemanswertime: timestamp identifying when the destination agent answeredendtime: timestamp identifying when the transfer endedduration: interval (endtime - starttime) calculated in seconds (from when the transfer begins to when it ends)billableseconds: interval (endtime - systemanswertime) calculated in seconds (so from when the agent responds to when the transfer ends)
Email Transfer
If enabled by the administrator, agents can transfer open email interactions
Open interaction → show button:
Select 3 dots menu → transfer option:
Choose the destination:
Another queue
Another agent
Another account from version 3.32.0 (for more information about email account transfer, explore the documentation)
Select from the list among queue/agent/account available.
from version 3.60.0 When transferring an interaction (to another queue or agent), the current agent can add an internal note for the next handler to give some contextual information.
Transfer note is not available for transfer to other account
Chat/SMS/Open Channel/WhatsApp Transfer
When agent wants to transfer an interaction to an other agent or queue, if the Transfer option is set by the administrator, he can transfer open interactions
Open the interaction → Show option
Click the three dots menu → Transfer.
Choose the agent or queue (depending on configuration).
The interaction is transferred to the selected recipient.
Transfer notes
from version 3.60.0
When transferring an interaction (to another queue or agent), the current agent can add an internal transfer note for the next handler to give some contextual information.
The destination agent will view the internal note in light blue color to identify that it is a transfer note.
The note also specifies the source agent and the target agent or queue involved in the transfer.
Example of transfer to an agent
Scenario:
Agent1 transfers an open email to Agent2 (admin set agent timeout = 300s). Agent2 will receive a notification for 300 seconds to accept the interaction → until the agent accepts, the interaction remains assigned to Agent1:
If Agent2 accepts within 300s → ownership changes to Agent2.
If Agent2 does not accept → ownership remains with Agent1, and the interaction returns to their unread list.
Example of transfer to a queue
It is possible to transfer an active interaction to a queue, for example, to route it to another department. When an interaction is transferred to a queue, a notification is sent to all online agents assigned to that queue.
Scenario:
The interaction is transferred to the Sales Queue.
If one of the agents in the Sales Queue accepts the interaction within 300 seconds, the interaction ownership changes to AgentY.
If no agent is available or no one accepts the interaction within that time, the interaction returns unread to the original owner (Agent1).
Stop routing method
For all text-based channels, note the following to prevent routing errors:
Closed interactions cannot be transferred
API documentation for this functionality is available in Swagger under
api/rpc/interactions/{id}/stop-routingIf an interaction is closed before a transfer is completed a warning message is displayed, notifying that the transfer could not be completed. This warning appears in both of the following cases:
When the agent attempts to close the interaction from the table after initiating a transfer.
When the agent tries to transfer an interaction that has already been closed.
Transfer to offline agents for textual channels
FROM VERSION 3.51.0
Admins and agents can now transfer textual interactions to agents with the following statuses: offline, paused, max capacity.
By clicking on Transfer option, the system displays the status of all available agents (Idle / Pause / Max Capacity / Offline).
If an offline agent is selected, the system displays a confirmation warning, allowing the user to decide whether to proceed with the transfer.
Agent access to assigned interactions (on account without full permissions)
FROM VERSION 3.51.0
Agents can view all interactions assigned to them, even if they lack permissions for the full account.
In the interaction list, agents can filter by account and use the “Others” filter option to display transferred interactions.
FAQ