---
title: Call Transfer - Agent
slug: contact-center/call-transfer-agent
docTags: 
createdAt: 2025-09-27T12:37:41.230Z
---

# Overview

Call Transfer allows an agent to move a live call to another agent, supervisor, queue, or an external number. The system supports two primary types:

- **Warm Transfer (Consultative Transfer):** The agent first speaks with the receiving party to provide context before connecting the customer.

# How It Works

During a live call, an agent initiates a transfer from their console. For a Cold Transfer, the agent selects the destination and completes the action. For a Warm Transfer, the agent first 'Consults' with the destination party while the customer is on hold, briefs them, and then connects the customer.

## Prerequisites

- The agent must be on a live call.
- The intended recipient (agent, queue) must be available.

## Steps

- **Performing a Transfer (Agent):** This is a standard feature on the agent's call control panel.
  - **Location:** Agent > Agent Console > Call Control Panel
  - **Action:**
    1. During a call, click the **Transfer** button.
    2. A pop-up will appear to select the destination.
    3. For a Warm Transfer, first click **Confer**. For a Cold Transfer, click **Transfer** directly.



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# Use Cases

- **Cold Transfer:** A receptionist receives a call for the sales department and performs a cold transfer directly to the main sales queue.
- **Warm Transfer:** A Tier 1 support agent encounters a complex issue and initiates a warm transfer to a Tier 2 specialist after explaining the problem.

## Benefits

- **Improved First-Contact Resolution:** Ensures calls are directed to the person or department best equipped to handle the issue.
- **Enhanced Customer Experience:** A warm transfer provides a seamless handover, preventing the customer from having to repeat their issue
- **Increased Efficiency:** Quickly routes calls within the organization, reducing handle time.