Zoom Contact Center - Transferring a Call

You can transfer a call to another employee.

1. While on a call, click the Transfer icon at the bottom of the screen. The caller will be placed on hold and will hear music.
   
   

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2. A list of employees and queues is displayed.
   
   

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   1. You can scroll through the list of contacts or queues to look for an employee or queue.

   2. You can enter a name or number in the search area.

   3. To transfer a call, the employee must be in a ready state, as indicated by the green circle by the employee’s name.

   4. When choosing an employee, click the arrow the right of the employee’s name to choose the unit the employee is in, such as the HUB.
      
      

3. Click the blue transfer button.

4. You will be prompted to choose a Direct Transfer or a Warm Transfer.

   1. A Direct Transfer means you will not speak with the employee prior to transferring.

   2. A Warm Transfer means you will speak with the employee to brief the employee on the reason for the call.

5. When you choose Warm Transfer, a new field opens with a Conversation Summary in which you can enter text.
   
   

6. Insert any relevant notes and click Transfer.

7. The transferee has the option to click Accept or Decline the transfer. After accepting, the transferee can see the transfer notes from the Conversation Summary field.

8. During a Warm Transfer, you as the original agent can click Switch to speak with the caller, and then switch back to speak with the transferee.
   
   

9. Click Complete Transfer, or Cancel transfer.
   
   

10. The employee who accepted the transfer will end the call and finish the wrap up.