Transfer an ACD call without speaking to the intended recipient

AI-generated summary

Genesys Cloud enables blind transfer of ACD calls to users, queues, and external contacts without requiring prior conversation with the recipient. The functionality requires specific permissions including Analytics Queue Observation View and various Conversation Communication permissions tailored to transfer type (blindTransfer, blindTransferAgent, blindTransferExternalContact, or blindTransferQueue). Users initiate transfers by clicking the Transfer button and typing a recipient name, with the system providing dynamic filtering across users, queues, and external contacts. The interface displays search results with agent skills information and allows users to view multiple phone numbers for contacts through a "More" option. When transferring to queues, Genesys Cloud preserves the original call's priority and skills-based routing information, though this behavior can be modified in organization settings. Additional features include queue availability indicators, estimated wait times accessible via hover functionality, and automatic transition to after-call work transfer completion. The system includes a safety mechanism warning users to select transfer recipients from the results list to prevent call loss, and supports searching by skills (for example, searching "Spanish" returns agents with that skill assigned). Genesys Cloud provides a feedback mechanism for documentation quality assessment, allowing users to report issues such as inaccurate, incomplete, or outdated content, as well as positive feedback regarding clarity and usefulness. The feedback form captures user role information (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other) and requires acknowledgment of the Genesys Cloud privacy policy. The documentation section includes related articles covering agent interactions, voice interactions, transfer permissions, ACD call transfers, non-ACD call transfers, and conference call participant management, enabling users to access supplementary resources for interaction handling and call management workflows

PrerequisitesClick to expand

The following permissions:

Analytics > Queue Observation > View
To perform a transfer to a queue: Routing > Queue > Search
To perform a blind transfer: Conversation > Communication > blindTransfer
To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
To perform a blind transfer to an External Contact: Conversation > Communication > blindTransferExternalContact
To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue
To perform a blind transfer, all permissions under: Conversation > Communication

Use a blind transfer to transfer an ACD call directly to another user, number, external contact, or queue without talking to the intended recipient:

From the current call, above the Interaction Details, click Transfer .
In the Transfer window, begin to type a name and Genesys Cloud dynamically displays users, queues, and external contacts that match the input.
- To see all suggestions, click All .
- To filter by Genesys Cloud users, click User .
- To filter by queues, click Queue .
- To filter by External Contacts, click External Contact .
  Notes:
  - The All tab shows the sum of the initial results for the Users, Queues, and External Contacts tabs. To see all matching results, click the User, Queue, and External Contact tabs and scroll until the total showing is the same number as the matching results.
  - Search results include agent skills. For example, if you search for Spanish, your results include agents who have the skill Spanish assigned to them.
  - If the person you want to transfer the call to has more than one phone number, then to select the number that you want, click More .
  - If you transfer the interaction to a queue, the interaction waits in the queue for the next available agent.
  - If you transfer an ACD call to a queue, Genesys Cloud remembers both the priority and the skills-based information applied to the original call. You can change that behavior in organization settings. For more information, see Strip skills from voice interactions on blind transfers by agents.
  - To see the number of available agents in a queue and, if available, the estimated wait time for a queue, hover over Information .
From the results list, click the name of the person or queue to which you want to transfer the interaction.
Warning: Be sure to select the transfer recipient from the results list. If you click Transfer without a recipient selected, the call can be lost.
Genesys Cloud transfers the call to the number, person, or queue and sends you to after call work.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Transfer an ACD call without speaking to the intended recipient

[NEXT] Was this article helpful?