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Warm transfers to an interaction plan ending in a Call Connect Router (CCR) applet is not supported. We recommend that you transfer to a short code instead of an interaction plan with a CCR applet if you want to transfer to a number outside of VCC. |
Default behavior
By default, some transfers are cold, others are warm. To transfer a call, agents must first initiate a consult in ContactPad. Next they must choose who to consult, and then click to dial the third party.
- If the agent chose to consult an interaction plan or a queue, the call is immediately transferred to the third party. The agent leaves the call as soon as the call is transferred; this is a cold transfer.
- If the agent chose to consult with another agent, short code, or an external number, they are connected to them. The agent must then click to transfer the call; this is a warm transfer.
Warm transfers (also known as consult to queue or consult to interaction plan)
If warm transfers are enabled for your account, all transfers are warm. This means, after initiating a consult, choosing who to consult with, and clicking to dial, the agent is connected to that third party. The agent must then click to transfer the call after being connected.
Warm or cold transfers
If a choice of warm or cold transfers are enabled for your account, 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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