Transfers

Under CallHub, an agent can complete a Blind Transfer or an Assisted Transfer from the call control widget during an active call.

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Requires CallHub
Transfers as described on this page require CallHub mode (CCAC version 5.62+) and are not available for every site. See Confirming CallHub Mode Is Active.

This page covers both transfer types available in CCAC under CallHub — Blind Transfer and Assisted Transfer — while on an active call, whether that call is inbound, internal, or outbound.

Understanding Transfer Types

Transfer Type	Behavior
Blind Transfer	The call is transferred immediately; the agent is removed from the call at the moment of transfer without speaking to the receiving party first
Assisted Transfer	The agent calls the destination party and speaks with them privately before connecting the original caller; the agent controls when the transfer is completed

Initiating a Transfer

While on an active call, the call control widget is displayed on screen.

Select the Transfer/Conference icon — the person-with-a-plus icon in the top row, far right of the call control widget
A menu appears with three options: Blind Transfer, Assisted Transfer, and Conference

Choosing a Transfer Destination

The Start New Call dialog offers four ways to select a destination.

Method	Description
Dial Pad	Select the dial pad icon, then click the digits on screen or type the number with the keyboard; works for internal extensions or external phone numbers
Agent List	Select the agent icon to view available CCAC agents; use `Search Agents` to filter by name; available agents display with their extension numbers
Skill Groups	Select the skill group icon to view all configured skill groups; use `Search Skills` to filter, then select the destination skill group
Phone Book	Select the phone book icon to browse the organization's contact directory, which includes both internal and external contacts; use `Search Contacts` to find a specific entry

Performing an Assisted Transfer

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Original Caller Placed on Hold Automatically
As soon as an Assisted Transfer is initiated, the system automatically places the original caller on hold.

From the Transfer/Conference menu, hover over Assisted Transfer and select New Transfer Destination from the submenu
Select a destination using one of the four methods described in Choosing a Transfer Destination
Once the destination party answers, the call control widget updates to show the new call as active, and the Active Media panel lists both the held original caller and the newly connected party; a Switch button next to the held call toggles which party is active
Speak privately with the transfer destination — for example, to introduce the caller or confirm they are ready to take the call
To complete the transfer, select the Transfer/Conference icon again, hover over Assisted Transfer, and select the original caller's number from the submenu
The transfer completes immediately — the two parties are connected, and the agent is removed from the call

Performing a Blind Transfer

From the Transfer/Conference menu, select Blind Transfer
Select a destination using one of the four methods described in Choosing a Transfer Destination
Once a destination is selected or dialed, the call transfers immediately; the agent is removed from the call and the Call Ended screen displays

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Blind Transfer
With a Blind Transfer, there is no opportunity to speak with the receiving party before the call connects. Use an Assisted Transfer to introduce the caller or confirm availability first.

After a Transfer

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Call Ended
Before closing the Call Ended screen, notes or account codes relevant to the call can be added.

Updated about 1 hour ago