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If a choice of warm or cold transfers are enabled for your account, agents agents can choose to warm transfer or cold transfer to a third party. This choice applies whether the agent chooses another agent, a short code, an external number, an interaction plan, or a queue. The agents must initiate a consult and choose who to consult with. Then, instead of clicking to dial, the agent can click to continue consulting and then transfer (a warm transfer), or click to transfer immediately (cold transfer).
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| In the case of a cold transfer, the original agent is disconnected from the call as soon the call is successfully transferred. If the transfer fails, the agent can retrieve the caller to continue the call. The agent can alternatively hang up as soon as they click to transfer. In this case, if the transfer fails, the caller is disconnected and the call ends. |
For information about transferring calls, see the How do I consult with and, optionally, transfer to a third party? section in Making and receiving calls in ContactPad.