Transfer & Three-Way
Handing the call to somebody else. Cold sends it straight on. Warm puts the caller on hold and rings your target so you can speak privately first. Merge turns it into a three-way bridge that you can walk out of without ending it.
Transfer & three-way
on the call · 1 of 3- On the call
- Consulting
- Completed
Product figures from the platform’s own defaults - not customer averages
How it works.
Cold hands it straight on
Pick a person, a queue, an IVR, a team, a role, a voicemail box or an external number in E.164, and the call goes there. You are out of it the moment it lands, and nobody was put on hold in between.
Warm lets you check first
The caller is moved into a separate holding bridge with music while a second leg rings your target. That conversation is private to the two of you, and it carries its own call record pointed back at the original.
Merge makes it three-way
Rather than dropping out, you can move the target into the caller's bridge instead. The customer comes off hold, the consult record is closed against the primary, and the three of you are in one conversation.
Leaving is not hanging up
From a three-way you can drop your own leg and the other two carry on talking, or end the whole thing for everyone. They are separate controls because they are separate outcomes.
Two moments in every call.
Every call passes through the same seven. Transfer & Three-Way is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Types
- Cold hand-off, warm consult, and merge into a three-party bridge
- Cold destinations
- Person, queue, IVR, team, role, voicemail box, or an external E.164 number
- Warm destinations
- An extension or an external number. Queues, teams, roles and IVRs are cold only
- No bounce-back
- A cold transfer does not come back to you; the destination's own fallback runs
- Recording
- Handing a call on does not interrupt it or open a second recording
- Three-way
- One extra party. A second merge on the same call is refused, not queued
- Merge limits
- Some inbound calls cannot be merged; the target is rolled back and nothing drops
- Leaving
- Only your own leg is dropped; the bridge and the other two parties stay up
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
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Stop the same two people carrying the floor. Six answers to who gets asked first, changed on the queue you already have rather than built again from scratch.
A caller reaches somebody who can actually help. Agents short of the skill a queue asks for never see the call, and a failover catches what nobody can take.
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Your best account stops waiting behind everybody else. Flag the lead and they skip the welcome and the cap, while aging keeps ordinary callers from starving.
One code is the whole of a rep's paperwork. Twenty-six behaviors hang off it, so the task, the callback and the do-not-call mark happen on their own.
A rep never has to choose which of your numbers to call from. Every one they may use is scored against the person being dialed, and they can still override.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Buy the number and it already knows where to send its calls. Search live carrier inventory, filter by country or by the digits it ends with, then claim it.
One number reaches a whole country and the caller pays nothing for it. Toll-free routes through the same flows and bills from the same wallet as local lines.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
The extension is the person, not the device. One number reaches your rep, and a live call walks from browser tab to desk phone without either side noticing.
Closed is a fact about the clock, not something each flow decides alone. Write the week and the holidays once and every queue and campaign shuts with you.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Text from the numbers you already call on. The thread sits beside the calls to that contact rather than in a second app nobody on the floor ever opens.
Everything a caller hears that is not a person. Before you replace a prompt, the page names the menus, queues and mailboxes still playing the one you have.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See transfer & three-way on your own floor.
Thirty minutes, your numbers and your data. We will set transfer & three-way up live and you can decide from the thing itself rather than from this page.
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