---
title: Warm Transfer to Queue/ Agent (Confer)
slug: contact-center/warm-transfer-to-queue-agent-confer
docTags: 
createdAt: 2025-09-27T17:21:36.578Z
---

# Overview

Warm Transfer is a call control function that allows a primary agent to transfer a customer's call to another agent or supervisor after giving the recipient background information about the caller. This feature is designed to ensure a seamless handover and improve the customer experience by preventing the caller from having to repeat their issue. This capability is licensable, and access may be restricted by the administrator.

# How It Works

The Warm Transfer process uses a brief three-way conference before the original agent disconnects, ensuring the recipient is fully briefed.

**Agent Workflow (Transfer to Logged-in User/Supervisor)**

1. **Check Availability:** Only the names of the logged-in users who are available to take calls will be reflected in the transfer list.
2. **Hold Customer:** The agent will put the customer call on hold by clicking the "HOLD" button.
   - *Note:* The agent can directly transfer the call without putting the customer on hold, but this is not recommended.
3. **Initiate Transfer:** The agent clicks the "TRANSFER" button.
4. **Select User:** The agent chooses the desired user (agent or supervisor) from the available list. The agent can see the user role of the supervisor to easily recognize them.
5. **Briefing (Hold State):** Once the call is connected to the new user, the primary agent can give the new user the required customer details and background information. During this step, the customer call remains on hold.
6. **Three-Way Conference:** The new user will unhold the call by clicking the "UNHOLD" button. This action creates a three-way conference call involving the new user, the caller, and the primary agent.
7. **Exit Call:** The primary agent can exit the conference call by clicking the "End Call" button. The caller will then remain on the call with the new user, completing the warm transfer.

**Agent Workflow (Transfer to External Number - Warm Transfer)**

1. **Hold Customer: **The agent will put the customer call on hold by clicking the "HOLD" button.
2. **Initiate Confer: **The agent clicks the "CONFER" button.
3. **Dial External Number:** The agent enters the external phone number to transfer the call to in the box labeled "PHONE".
4. The agent clicks the "Confer To Phone" button.
5. **Briefing (Hold State): **Once the external call connects, the agent explains the customer's use case to the external party while the customer remains on hold.
6. **Three-Way Conference:** The external party will unhold the call by clicking the "UNHOLD" button, creating a three-way conference with the external party, the caller, and the agent.
7. **Ownership & Exit:** The primary agent can give ownership of the call to the external party while on the conference call by clicking the designated button. The primary agent can then exit the call by disposing the call.

# Use Cases

- **Escalation:** An agent needs to escalate a complex issue to a supervisor or specialized agent but wants to ensure the context is not lost in the transfer.
- **Department Hand-off:** An agent determines the customer belongs to a different internal department (e.g., Billing to Technical Support) and needs to introduce the customer to the new agent/specialist.

## Benefits

- **Improved Customer Experience:** The customer does not have to repeat their issue, making the transfer feel seamless and professional.
- **Context Retention:** Ensures the receiving agent/supervisor has all necessary background information before taking over the conversation.
- **Controlled Hand-off:** The primary agent can ensure the customer is successfully connected and the issue is understood before dropping out of the call.

## Limitations

- **Licensable Feature:** The feature is **licensable**. The complete list of available users will reflect based on administrator configuration and licensing.
- **Live Monitoring Reporting (Outbound Calls):** When an agent performs a "Transfer to User" for an **outbound call** and transfers it to a second agent:
  - The **Call Type** for such a call is **not available** in the Live Monitoring tab.
  - The supervisor will see that the customer is connected with the **primary agent** (Agent 1) rather than the recipient agent (Agent 2).