Transferring calls

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  • Ben Van Iten
    Zendesk Community Team

    Hi Bthomas,

    If a call gets transferred to a different group, that fact alone cannot be utilized in a view as it sounds like you are very much aware. We would recommend having the new agent take the ticket so that the new group is recognized. You could also have a custom field in your account to reflect this but changing the assignee is the easiest workaround.

    I hope this was helpful!

  • Elizabeth

    Is it possible to transfer a call to an external number if I'm forwarding calls to my cell phone?

    We regularly need to conduct warm transfers to an external phone number, and only have 1-2 agents answering phones at a time. If I'm the agent on duty and answer a call on my cell phone, can I transfer the caller to our external partner, or am I out of luck?

  • Brett Bowser
    Zendesk Community Team

    Hey Elizabeth,

    AFAIK you wouldn't be able to do a transfer from your cell phone but that could also depend on your device. The only information I could find is around call forwarding on your cell phone but again the instructions would vary based on your device.

    Let me know if you have any other questions!


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