Call Transfers
Call Transfers
Transferring calls is one of the most important skills in any call center. Whether a caller needs to speak with a specialist, a different department, or a specific team member, the AgentTech Dialer makes it easy to route calls to the right person. This guide covers everything you need to know about blind transfers, warm transfers, and queue transfers.
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Opening the Connect Modal
To initiate any type of transfer, you first need to open the Connect Modal:
- While on an active call, look at the call bar fixed at the bottom of your screen.
- Click the Connect button on the call bar.
- The Connect Modal will open, overlaying the dialer page.
The Connect Modal is your central hub for both transfers and conferences. It has three tabs across the top: Agents, Queues, and Phone Number. Each tab provides a different way to select where the call should go.
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The Three Tabs
Agents Tab
The Agents tab displays a list of all agents in your organization along with their current status.
- Agent List — Each agent is shown with their name and a status indicator (e.g., Available, On Call, On Break, Offline).
- Search by Name — Use the search bar at the top of the tab to quickly find a specific agent by typing their name.
- Availability at a Glance — Status indicators make it immediately clear who is available to receive a transfer. Look for agents with a green "Available" status. Agents who are "On Call" are currently handling another call and should not be transferred to unless they have the ability to handle multiple calls.
When to use the Agents tab: Use this tab when you know exactly which person the caller needs to speak with, or when you want to hand the call to a specific teammate.
Queues Tab
The Queues tab shows a list of all available queues in your system.
- Queue List — Each queue is displayed with its name and basic information.
- Select a Queue — Click on a queue to select it as the transfer destination. The call will be placed into that queue and the next available agent in the queue will be connected.
When to use the Queues tab: Use this tab when the caller needs a specific department or team but you do not know which individual agent should handle the call. For example, transferring a billing question to the "Billing Support" queue lets the system route it to whoever is available on the billing team.
Phone Number Tab
The Phone Number tab allows you to transfer the call to any external phone number.
- Dial Pad — Enter the phone number you want to transfer the call to. You can type the number directly or use the on-screen dial pad.
- External Transfers — This is used when the caller needs to be connected to someone outside your organization — such as a doctor's office, a carrier's support line, an underwriter, or a client's personal phone number.
When to use the Phone Number tab: Use this tab when the transfer destination is not an agent or queue in your system, but rather an external phone number.
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Types of Transfers
Once you have selected a destination in the Connect Modal, you will choose the type of transfer to perform. There are two primary types: Blind Transfer and Warm Transfer (also called Attended Transfer).
Blind (Cold) Transfer
A blind transfer immediately sends the call to the selected destination without any introduction or consultation.
How it works:
- Open the Connect Modal by clicking Connect on the call bar.
- Select the destination — an agent, queue, or phone number.
- Click Blind Transfer (sometimes labeled "Cold Transfer").
- The call is immediately sent to the chosen destination.
- Your part of the call ends instantly. The call bar clears and your status returns to the disposition phase (or Available, depending on your configuration).
- The caller hears ringing or hold music while they wait for the receiving agent to answer.
What the receiving agent sees:
The receiving agent sees an incoming call notification on their call bar, just like any other inbound call. The caller's information (caller ID, name if available) is displayed. The receiving agent clicks Answer to pick up the call.
Pros:
- Fast — the transfer happens in one click.
- Efficient — you do not need to wait for the other agent to answer.
Cons:
- No context — the receiving agent has no information about why the call is being transferred or what has already been discussed.
- The caller may have to repeat information they already shared with you.
Best for: Routine handoffs where the destination agent or department does not need context from you. For example, transferring a caller to the billing department for a straightforward payment question.
Warm (Attended) Transfer
A warm transfer lets you speak with the receiving agent first before completing the transfer. The original caller is placed on hold during this consultation.
How it works:
- Open the Connect Modal by clicking Connect on the call bar.
- Select the destination agent (or phone number).
- Click Warm Transfer (sometimes labeled "Attended Transfer").
- The original caller is placed on hold — they hear hold music and cannot hear your conversation with the receiving agent.
- The system calls the receiving agent (or phone number). You hear ringing and then the receiving agent answers.
- You now have a private conversation with the receiving agent. Use this time to:
- Summarize what has been discussed
- Share any relevant information the receiving agent needs
- Let the receiving agent know what the caller needs help with
- Once you have briefed the receiving agent, click Complete Transfer to connect the caller to the receiving agent. Your part of the call ends.
- If the receiving agent is unavailable or you decide not to transfer after all, click Cancel to return to the original caller. The caller comes off hold and you resume your conversation with them.
What the receiving agent sees:
The receiving agent sees an incoming call notification, similar to a blind transfer. However, when they answer, they are initially connected only to you (the transferring agent). After you brief them and complete the transfer, the system connects them to the original caller.
Pros:
- The receiving agent has full context before speaking with the caller.
- The caller does not need to repeat information.
- You can verify the receiving agent is ready and willing to take the call.
- If something goes wrong, you can cancel and return to the caller.
Cons:
- Takes longer than a blind transfer.
- The caller is on hold during the consultation.
Best for: Complex calls where the receiving agent needs background information. For example, transferring a customer with a complicated claims issue to a senior representative — you can explain the situation so the customer does not have to start over.
Queue Transfer
A queue transfer sends the call to a specific queue rather than an individual agent.
How it works:
- Open the Connect Modal by clicking Connect on the call bar.
- Click the Queues tab.
- Select the desired queue from the list.
- Click Transfer.
- The call enters the selected queue and waits for the next available agent in that queue.
- Your part of the call ends and your status moves to the disposition phase.
What happens next:
The call is treated as a new inbound call in the destination queue. It follows the queue's routing strategy (Round Robin, Longest Idle, or Performance) to determine which agent receives it. The caller hears hold music or a queue greeting while they wait.
Best for: When the caller needs a specific department or team but you do not know which individual should handle it. For example, if a caller asks about their policy renewal and you are on the sales team, you can transfer them to the "Renewals" queue.
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When to Use Each Transfer Type
| Scenario | Recommended Transfer Type |
|----------|--------------------------|
| Caller needs billing, routing to billing department | Queue Transfer to Billing queue |
| Caller asks for a specific agent by name | Blind Transfer to that agent (if routine) or Warm Transfer (if complex) |
| Caller has a complex issue requiring specialist help | Warm Transfer so you can brief the specialist |
| Caller needs a department but you don't know who specifically | Queue Transfer to the appropriate queue |
| Caller needs to reach an external office or number | Blind Transfer via Phone Number tab |
| Caller is frustrated and you are escalating to a supervisor | Warm Transfer so you can brief the supervisor on the situation |
| Simple routing mistake — caller reached wrong department | Blind Transfer to the correct queue or agent |
| Caller needs to speak with their personal agent who is available | Blind Transfer to that agent |
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What You See During Each Transfer Type
During a Blind Transfer
- You click Blind Transfer.
- The call bar briefly shows a transfer status message.
- Your call ends immediately.
- The disposition modal appears (if configured).
- You complete your disposition and return to Available.
The entire process takes just a second or two from your perspective.
During a Warm Transfer
- You click Warm Transfer.
- The call bar shows that the original caller is on hold.
- You hear ringing as the system connects you to the receiving agent.
- The receiving agent answers, and you have a private conversation.
- The call bar shows two options: Complete Transfer and Cancel.
- If you click Complete Transfer, the caller is connected to the receiving agent, and your call ends.
- If you click Cancel, you are reconnected to the original caller.
During the warm transfer, you can see the call duration and status updating in real time on the call bar.
During a Queue Transfer
- You select a queue and click Transfer.
- The call bar briefly shows a transfer status message.
- Your call ends.
- The disposition modal appears.
- You complete your disposition and return to Available.
From the caller's perspective, they hear hold music or a queue greeting while they wait for the next available agent.
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Tips for Successful Transfers
- Check agent availability before transferring — Before selecting an agent for a transfer, look at their status indicator in the Agents tab. An agent showing "Available" is ready to receive calls. Avoid transferring to agents who are "On Call," "On Break," or "Offline" — the call may go unanswered or be sent to voicemail.
- Use warm transfers for complex or sensitive calls — Whenever a caller has a complicated issue, is frustrated, or has already been on the line for a while, use a warm transfer. Taking 30 seconds to brief the receiving agent saves the caller from repeating their story and creates a much better experience.
- Keep the caller informed — Before initiating a transfer, let the caller know what you are doing. Say something like: "I am going to connect you with our billing specialist who can help with that. You may hear a brief hold before they come on the line." This sets expectations and reduces caller anxiety.
- Use queue transfers when unsure which agent — If you do not know which specific person should handle the call, transfer to a queue rather than guessing at an agent. The queue's routing strategy will ensure the call reaches someone qualified.
- Have a backup plan — If a warm transfer is not answered (the receiving agent does not pick up), you can cancel and return to the caller. From there, you can try a different agent, try a queue, or offer to schedule a callback.
- Transfer to the right level — Do not transfer a caller to a peer if they really need a supervisor. Conversely, do not escalate to a supervisor for something a peer agent can handle. Routing to the right level reduces unnecessary transfers and improves the caller's experience.
- Document before transferring — Before transferring a call, add notes to the contact record summarizing what was discussed. Even with a warm transfer, written notes ensure nothing gets lost. The receiving agent can see these notes in the Contact Information card.
- Practice transfers with your team — If you are new to transferring calls, practice with a teammate during a slow period. Have them call in, and practice both blind and warm transfers so you are comfortable with the process before doing it with live callers.
- Know your queues — Familiarize yourself with all the queues in your organization, their purposes, and which teams staff them. This knowledge helps you make quick, accurate transfer decisions under pressure.
- Minimize transfers — The best call experience has zero transfers. Try to help the caller yourself if possible. Only transfer when the caller genuinely needs someone else. Multiple transfers frustrate callers and lead to poor satisfaction scores.
Last updated: February 24, 2026