Transfer a non-ACD call

AI-generated summary

Genesys Cloud provides comprehensive call transfer capabilities for non-ACD calls, supporting both blind and consult transfer options to organization members, external contacts, or queues. Users require specific permissions including Communication, Target Telephony, and transfer-type authorizations (blindTransfer, consultTransfer, blindTransferAgent, consultTransferAgent, blindTransferExternalContact, consultTransferExternalContact, blindTransferQueue, consultTransferQueue) along with queue viewing and search permissions to execute transfers. The system features a searchable interface accessible through the call expansion menu, allowing users to enter full phone numbers or search by name with filtering options across Users, Queues, and External Contacts categories displayed in combined and individual tabs. Blind transfers forward calls immediately without recipient consultation, including direct-to-voicemail routing options, and preserve skills-based routing information for queue transfers by default, though organizations can configure settings to strip skills during blind transfers when selecting from the suggestions list. Consult transfers enable communication with the recipient before completing the transfer, placing the original participant on hold with options to complete, cancel, or initiate three-way consultation; however, consult transfers discard the original call's skills-based information, unlike blind transfers. External transfers maintain separate call legs through the platform—one from the original caller to Genesys Cloud and another from Genesys Cloud to the recipient—and may incur charges until disconnection. The system enforces organization-specific contact filtering to ensure relevant search results, requires full phone numbers for all transfer operations, does not support extension-only numbers, and recommends against using keyboard navigation to scroll results.

PrerequisitesClick to expand

The following permissions:

Conversation > Communication > Target
Telephony > Plugin > All
To transfer to a queue: R outing > Queue > View
To 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 consult transfer: Conversation > Communication > consultTransfer
To perform a consult transfer to another agent: Conversation > Communication > consultTransferAgent
To perform a consult transfer to an External Contact: Conversation > Communication > consultTransferExternalContact
To perform a consult transfer to a queue: Conversation > Communication > consultTransferQueue

Note: This article relates to non- calls. For more information about how to transfer a voice interaction, see .

You can transfer a call to a person in your organization, an external contact, or a queue. You can transfer a call by the following actions:

Blind transfer: Transfer a call without speaking to the intended recipient. You can also blind transfer a call directly to another user’s voicemail.
Consult transfer: Transfer a call after speaking to the intended recipient.

Blind transfer a callClick to expand

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

From the current call, click Expand and select Transfer.
Type the phone number in the Enter name or queue field and press Enter.
Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.

Alternatively, begin to type a name and from the list, select the person or queue that you want to transfer the interaction to.
- To see all suggestions, click All .
- To filter by Genesys Cloud users, click Users .
- To filter by queues, click Queues .
- 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.
  - Click the intended person or queue from the list of suggestions.
  - Genesys does not recommend that you use the up and down keys or the space bar to scroll through results.
  - If you perform a blind transfer to a queue, Genesys Cloud remembers the skills-based information applied to the original call by default. You can strip all skills from a blind transfer in the organization settings. To apply the Strip Skills on Blind Transfer setting to a blind transfer, you must click the queue from the list of suggestions.
  - If you search for an organization to call or transfer a call to, only contacts associated with that organization appear in the results.
Click Blind. The call disappears from your active calls, and Genesys Cloud sends it to the recipient.

Consult transfer a callClick to expand

Use a consult transfer to talk with the intended recipient before you transfer a call:

From the current call, click Expand and select Transfer.
Type the phone number in the Enter name or queue field and press Enter.
Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.

Alternatively, begin to type a name and from the list, select the person or queue that you want to transfer the interaction to.
- To see all suggestions, click All .
- To filter by Genesys Cloud users, click Users .
- To filter by queues, click Queues .
- 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.
  - Click the intended person or queue from the list of suggestions.
  - Genesys does not recommend that you use the up and down keys or the space bar to scroll through results.
  - If you search for an organization to call or transfer a call to, only contacts associated with that organization appear in the results.
Click Consult. Genesys Cloud places the first participant on hold while it connects with the recipient.
Note: If you perform a consult transfer, Genesys Cloud discards the skills-based information applied to the original call.
Do one of the following:
- If the intended recipient answers and agrees to the transfer, click Transfer.
- If the intended recipient does not answer or does not agree to the transfer, click Cancel .
- If further consulting between all three participants is necessary before transferring, click All

Note: Calls that you transfer to external parties remain connected through Genesys Cloud. These connections result in two call legs: one from the original caller to Genesys Cloud and the other from Genesys Cloud to the transfer recipient. These two call legs can incur charges until one side disconnects.

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Transfer a non-ACD call

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