Transfer Calls in Omni-Channel

For details, see Test Your Implementation with the Voice Call Simulator.

To transfer a call, click Add Caller in the Omni-Channel utility. Then, either use the keypad to dial a number directly or use the speed dial to select a contact.

Add caller:

Dial from the contact list: When the call is dialing, pick up the transfer call to connect the call. If you’re using the Voice Call Simulator, click Third Party Joins Call. Click Swap to switch which participant is on hold. Click Merge to merge the participants and agent into one call. If needed, remove a participant. In the simulator, click Third Party Leaves Call. To remove the first participant from the call, click Customer Leaves Call.