State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

4.5 Transferring a Call

4.5.1 Transferring a Call to an XFERS Genesys Queue
4.5.2 Transferring a Call to a Genesys Agent

(Video instructions available: Transferring a Call)

A transfer sends a call to another party or queue without the parties speaking to one another. This is known as a cold transfer. It can be used when the caller knows where their call needs to be routed or if the Genesys user receives the call on accident and sends the call to the right department. Select the help button in the bottom left corner of the window for help text specific to this view.

To transfer a call:

1. Click the transfer button.
2. Enter a 10-digit external phone number or type the name of a Genesys user or queue into the Transfer field and press Enter. 

   Note	Calls can be transferred to internal Genesys users, Genesys queues, or external numbers. The other party can accept or decline the transfer.

   

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Publication Number: P-03208