Stay organized with collections
Save and categorize content based on your preferences.
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.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[],[],null,["# Transfer calls\n\nIn Contact Center AI Platform (CCAI Platform), you can either **warm transfer** or\n**cold transfer** end-users to another agent or queue. In a warm transfer the\nend-user stays on the line and talks to the next agent before the transfer is\ncomplete. Cold transfers assign the end-user to the new agent or queue without\nthe original agent staying on the line.\n\nTransfer details\n----------------\n\nTransferring a call to a **Team** is not supported at this time. Agent\nassignments are based on queues. Set up a team-specific queue if this option is\nrequired for your workflow.\n\n- *Available* agents can receive transfer calls. *Unavailable* Agents can also\n receive transfers, if enabled at **Operations Management \\\u003e Agent Status.**\n\n- For IVR calls, agents will only see the IVR-specific queues. The same applies\n to Mobile and Web calls.\n\n- **Automatic Redirection** : When a call is transferred to a queue with an\n Automatic Redirection active, the call will follow the Automatic Redirection\n path just as a new call would. **Leave Ongoing Calls with 3rd Parties** must\n be enabled **Settings \\\u003e Call**.\n\n- **After Hour deflection** : If the *Automatic Redirection* for a queue is set\n to *message* or *voicemail* , transfers to a queue outside of operating\n hours will follow the After Hour deflection. If Automatic Redirection is set\n to *queue* or *phone number*, Automatic Redirection will take priority over\n After Hours deflection.\n\n- **Overcapacity Deflection**: Warm transfers don't trigger the Overcapacity\n Deflection. Only cold transfers are deflected when Overcapacity Deflection is\n enabled.\n\n- **Call Priority**: Transferred calls have higher priority than standard\n inbound calls by default.\n\n- **Call Duration**: The call duration starts at the initial call pickup and\n remains for the duration of the call to properly represent how long the caller\n has been on the call. It does not reset when transfers take place.\n\n- **Call Recording**: When enabled, the call recording won't capture the\n portion of the call after the agent leaves if a call is transferred to a 3rd\n party.\n\nWarm transfer\n-------------\n\nWarm transfers can be done with the end-user on hold or not on hold, or a\ncombination of both. We suggest putting the caller on hold so that you\ncan bring them in as soon as the transfer is about to be completed. This gives\nyou a chance to tell the next agent why they are being transferred and any other\ndetails that makes the experience smoother for the end-user. Warm transfers\ndon't trigger Overcapacity Deflection (if configured).\n\n- Click **Hold** to place caller on hold (they will hear hold music).\n\n- Click **Transfer** to initiate the transfer action.\n\n- You can use the search field to search for an agent, manager, or queue.\n Predicted wait times, after hours, and redirection settings for the queue are\n included in this view so you have an idea of what the caller can expect. A\n green phone icon indicates the queue is set to Automatic Redirection. A moon\n icon indicates the queue is outside of the set hours of operation.\n\n- After the new agent joins the call, the caller is still on hold and cannot\n hear the agent's conversation. Click **Hold** again to take the caller off of\n hold.\n\n- Click **End call** to complete the transfer.\n\nCold transfer\n-------------\n\nCold transfer is especially useful in a busy contact center where the original\nagent cannot stay on the line with the caller until the next agent picks up.\nWhen you hang up during a cold transfer, the caller is subject to overcapacity\ndeflection, if it is enabled. After you have selected a destination for a cold\ntransfer, end the call to complete the transfer rather than waiting on the line.\n| **Important:** Cold transfers can only be sent to agents or leaf queues. Cold transfers to branch queues, to third parties, or to queues that auto-direct to third parties are not supported."]]
