State of Wisconsin Department of Health Services

Release 23-03 November 10, 2023

5.4.3 Consult Call

(Video instructions available: Consult Call)

A consult call, also known as a warm transfer, is when the first agent calls the second agent while they are on the line with the caller. The caller is placed on hold and cannot hear the conversation between the two agents. The first agent can use this transfer to give the second agent context about the call before transferring it to the second agent.

To do a consult call:

1. Select Consult Transfer. This puts the caller on hold.
   
2. Type the 10-digit phone number or name of the second agent in the drop-down menu.
3. Select the Phone icon under their name, and they receive a notification they have an incoming transfer. This notification is only received if the second agent is in a "Ready" status.
   
4. Once accepted, you can speak with the second agent. The caller remains on hold and is unable to hear your conversation with the second agent.
   1. Once the second agent accepts the consult, the second agent's information will populate at the bottom of the screen, which also houses the Consultation section that contains hold and other icons.
   2. If you want to go back and speak with the caller, select the top Hold icon to put the second agent on hold. 
   3. To go back to the second agent, select the bottom Hold icon in the Consultation section. This puts the caller on hold and allows you to speak to the second agent.
5. Select Instant Transfer and the call transfers to the second agent. If including an interpreter, select Instant Conference instead (See 5.4.2 Instant Conference). The second agent's name displays in the drop-down. 
   

 

---

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208