In Contact Center AI Platform (CCAI Platform), you can either warm transfer or cold transfer end-users to another agent or queue. In a warm transfer the end-user stays on the line and talks to the next agent before the transfer is complete. Cold transfers assign the end-user to the new agent or queue without the original agent staying on the line.
Transfer details
Transferring a call to a Team is not supported at this time. Agent assignments are based on queues. Set up a team-specific queue if this option is required for your workflow.
Available agents can receive transfer calls. Unavailable Agents can also receive transfers, if enabled at Operations Management > Agent Status.
For IVR calls, agents will only see the IVR-specific queues. The same applies to Mobile and Web calls.
Automatic Redirection: When a call is transferred to a queue with an Automatic Redirection active, the call will follow the Automatic Redirection path just as a new call would. Leave Ongoing Calls with 3rd Parties must be enabled Settings > Call.
After Hour deflection: If the Automatic Redirection for a queue is set to message or voicemail, transfers to a queue outside of operating hours will follow the After Hour deflection. If Automatic Redirection is set to queue or phone number, Automatic Redirection will take priority over After Hours deflection.
Overcapacity Deflection: Warm transfers don't trigger the Overcapacity Deflection. Only cold transfers are deflected when Overcapacity Deflection is enabled.
Call Priority: Transferred calls have higher priority than standard inbound calls by default.
Call Duration: The call duration starts at the initial call pickup and remains for the duration of the call to properly represent how long the caller has been on the call. It does not reset when transfers take place.
Call Recording: When enabled, the call recording won't capture the portion of the call after the agent leaves if a call is transferred to a 3rd party.
Warm transfer
Warm transfers can be done with the end-user on hold or not on hold, or a combination of both. We suggest putting the caller on hold so that you can bring them in as soon as the transfer is about to be completed. This gives you a chance to tell the next agent why they are being transferred and any other details that makes the experience smoother for the end-user. Warm transfers don't trigger Overcapacity Deflection (if configured).
Click Hold to place caller on hold (they will hear hold music).
Click Transfer to initiate the transfer action.
You can use the search field to search for an agent, manager, or queue. Predicted wait times, after hours, and redirection settings for the queue are included in this view so you have an idea of what the caller can expect. A green phone icon indicates the queue is set to Automatic Redirection. A moon icon indicates the queue is outside of the set hours of operation.
After the new agent joins the call, the caller is still on hold and cannot hear the agent's conversation. Click Hold again to take the caller off of hold.
Click End call to complete the transfer.
Cold transfer
Cold transfer is especially useful in a busy contact center where the original agent cannot stay on the line with the caller until the next agent picks up. When you hang up during a cold transfer, the caller is subject to overcapacity deflection, if it is enabled. After you have selected a destination for a cold transfer, end the call to complete the transfer rather than waiting on the line.