Handoff to a person

Transfer a call to a human, warm or cold.

An agent can transfer a call to a person. You set this up with a transfer tool on the agent version, listing the destinations the agent may use.

Destinations

Each destination has:

Field	Meaning
name	The agent picks a destination by this name.
description	When to use it. The agent reads this.
e164 or sip_uri	Where to send the call. Set exactly one.
mode	cold or warm.
ring_timeout_seconds	How long to ring the person before returning to the caller. The default is 25.
whisper	Warm transfers only: what the agent says to the person before connecting.

Cold transfer

The caller is handed over directly. A sip_uri destination works for cold transfers only.

Warm transfer

The agent puts the caller on hold, calls the person, briefs them, and then connects the two. In whisper you can use the variables {{summary}} and {{destination}}.

When nobody answers

If the person does not answer, or hangs up during the briefing, the caller returns to the agent. The agent offers to take a message, which goes into the summary.

Recording after a transfer

Recording continues on both sides after a warm transfer, unless you have turned recording off for the agent. Tell your staff that calls are recorded.

Tips

• Write each destination description as a plain rule, such as “billing questions during business hours”.
• Test the transfer from a browser call before you point a number at the agent.