You can transfer Talk calls to a group, another agent, or an external number. When you transfer a call to a group, the call is added to the queue for that group until an agent from the group answers it. When you transfer a call directly to an agent, you can consult with the other agent before handing off the call.
Note: You cannot transfer calls with Talk Legacy plans. To transfer calls, upgrade to a Talk Team plan or higher.
With all types of transfers, the call's existing ticket opens automatically when the next agent takes the call.
Note: To transfer calls, at least one phone number must have outbound calling enabled. This setting is enabled by default.
To transfer a call
- After you answer a call or make an outbound call, the associated ticket automatically opens. Click the transfer button from the ticket or the call console. The customer is placed on hold and hears the hold greeting.
- Start typing the agent, group, or end user's name or phone number. The search will automatically suggest five results to choose from. If the agent or group you're looking for does not appear within the list of suggestions, type out the full agent or group name. To force an exact string match when searching the full name, enclose the name in quotes ("").
- Click the agent or group's name to transfer a call. The list displays the state for each agent.
-
If transferring to another agent: You'll first be connected to the agent while the caller remains on hold. When you've finished consulting with the agent, click Transfer.
If transferring to an external number: You'll need to dial the number, including the country code. When the receiver is picking up, the Transfer option appears. You can then introduce your caller to the receiver, and click Transfer.
Note: If an agent tries to transfer the call to an external number from a number that does not have outbound calling enabled, the call transfer will be initiated from the phone number selected in the outbound caller ID of the agent transferring the call as shown in their call console. - The message The call has been transferred successfully appears in the window. At this point, the related ticket is also assigned to the other agent and a note is made in the ticket to indicate that the call was transferred. Click Close.
Note: When you transfer a call, call charges continue to be applied to both the incoming call and the outgoing call.
25 comments
Montie Steele
hi, i'd love to source a creative solution to a Transfer to Group issue we're having. this issue is taking place between transferring from our subscription team to our gen support team.
4
Misha Deo
Hi. For our business, it is important that we can call conference with another party (3 way conversations) - eg. interpreters, carers etc.. Is there going to be some development on Talk to take into account this requirement?
Thank you
2
Michelle Kastning
Hi, We are having trouble transferring calls to people outside of Support but in Zendesk through Sell. Is there a way to transfer calls to those groups of people
1
Adrian Bishop
Why can't we consult when transferring to a group?
1. We like to consult, it is polite and good etiquette.
2. If they don't answer, call may be abandoned when we could potentially try someone else.
This is poor functionality.
3
Rob
Is there going to be an option to 'cold transfer' added? Consulting is good, but if a customer needs to leave a message for a teammate who is not at their phone right now it's a weird process. You have to initiate transferring to the line, waiting for the voicemail to pick up, going back to the customer, and transferring them hopefully before the voicemail message starts recording. If we can just cold transfer that would be great.
Also, the search for numbers function is slow and does not update quick enough. Example: A co-worker ends a call and marks themselves as available. I receive a call from a customer requesting to transfer to my co-worker. I cannot transfer right away because the system still shows them as 'away', and doesn't update for up to a few minutes. By that time another call has come in that the co-worker needs to take. Very frustrating.
3
Rob Stack
Hi Rob, I don't know of any current plans to add this functionality, but I encourage you to add this to our feedback page for voice. This gives the product team valuable feedback and allows other customers to vote for it. Thanks!
0
Dekbi
Transferring a call during an outbound conversation is possible. You just need to make sure that you have at least a Talk Team plan or higher for you to be able to transfer the calls.
If you still need further assistance, you may raise a ticket using the steps in our documentation Contacting Zendesk Customer Support so we can assist you further.
Have a great day!
0
Joshua Bentley
Our transfer interface does not match the described process and screenshots. Here are a few examples:
Is there something in our settings that may be affecting this?
0
Lila Kingsley
Can someone clarify the note at the bottom of the article about charges for transfers please?
Is this only for warm transfers to external numbers and does it end when the agent clicks transfer?
0
Christine
When a call comes in the inbound leg is charged, an outbound call is made to transfer and there is then another charge for the outbound call leg. There is double charging for the duration of the call.
This also applies if you transfer the call to an external number, you will be charged for the duration of that call due to the call made through Zendesk and the caller ID that appears on the recipient originating from Zendesk Talk. It forwards by keeping 2 calls active, the one to Zendesk and the other to the third party.
Hope this clarifies.
1
Lila Kingsley
@... thank you. Just to be clear:
1) do you mean it applies to ALL transfers (i.e. internal to agent, internal to group, external number)
2) when you say it is for the duration of the call, do you mean the double charge continues until the call ends even if the originating agent ends their leg before the call ends?
0
Christine
Correct. The charges applies to both internal (to agent and to group) and external transfer (external number).
Yes, the charge for transfer calls (external) continue even after the transfer, the duration is still counted until the end of the call.
0
Amanda Gunn
Hello
Is there any plans to have cold call transferring? We have situations where we need to transfer call to an agent who is not maybe available at that moment, but I would still like to transfer to that agent, and if they don't pick up then caller can leave a voicemail ticket, and that agent can pick up and listen to ticket later, but it won't let me transfer until agent picks up.
I see someone above states about transferring them when voicemail kicks on but I am not getting voicemail to kick on when I am waiting during transfer - it rings to agent and then when agent doesn't pick up it comes "back to me" and user is on hold. Is there a setting we maybe don't have configured to get the voicemail option to start?
Thank you,
Amanda
1
Hiedi Kysther
Hi Amanda Gunn
We currently don't support cold transfer at the moment, but that's great feedback! I strongly suggest posting it as a Talk Feature Request here.
The only way you can do a cold transfer is if you are going to transfer the call to a Group. So if there are only a few agents that will be receiving the transferred call - then it may be best to create a separate group solely for that purpose.
I hope this helps!
0
Lynn Voie
We have a scenario where a single agent is a member of two separate groups--English and Spanish. They may not be available and we need to transfer a Spanish call to their VM. As they are the only agent in the Spanish group it is ok to hit VM in this situation. Though, if they are unavailable, no transfer sems possible.
If we take the step of making the agent available through the Talk dashboard they are then also put into rotation for English calls to that group but, will never answer a call. This will skew their performace numbers and cause longer hold times for the English callers.
I tried setting them to 'transfers only' and it fails every time. Is there something I am missing with this feature?
Is there any way to complete a transfer to an offline agent/group?
Thanks ~Lynn
As a caveat, we do not have enough Spanish callers to justify paying for another agent seat.
0
Brandon (729)
Hey Lynn,
You should be able to transfer to a group - even if no one is available for that group. Another option is to take a message and then transfer the ticket at the conclusion of the call.
The cleanest method, however, might be to use an IVR to route calls to the Spanish group.
"Para español: presione el número ocho"
Brandon
0
Jee
Hi, I'd like to query on the call transfer to a group behaviour.
Say there're 2 groups, group A & B. Group A receives a call that's meant for group B. Agents in group A transferred to group B which has available agents. Say for some reason, the available agents in group B didn't answer the call hence turn into missed call(s). Can we create a view that's specific to agents in group B for such missed calls so that they can perform callbacks for these missed calls assigned/transferred to group B?
0
iulian Ursu
Thank you for your question.
This would be possible. May I suggest you add a specific tag (i.e.
group_B
) in each Group B members profiles.Then, create a trigger to add another tag to all tickets that contain a unique identifier so the system will be able to identify them. For instance, if the subject line contains Missed calls, by adding the condition: Ticket > Subject text Contains the following string > Missed call and, in Actions: Ticket > Add tags
missed_call
. This trigger will add the tagmissed_call
to all tickets that contain Missed calls in the subject line.Please take a look at Creating triggers for automatic ticket updates and notifications where you can find useful information on how triggers work.
Based on this, you can then go ahead and create a View accessible to Agents in Group B where you can add the following conditions:
Status category Less than Solved
Channel is Phone call (incoming)
Tags Contain at least one of the following
group_B
missed_call
This view will be accessible to all Group B members and it will contain all call tickets that are not solved and which contain the tags
group_B
missed_call
Please refer to the article Creating views to build customized lists of tickets for further information on working with Views.
I hope it helps.
Should you have any questions or require specific assistance, please do not hesitate to create a support ticket using our Widget from any of the Zendesk pages in your account or by clicking Get help in your profile and we will be happy to assist you further.
0
Jesus Gonzalez
Hi everyone! Quick question, can agents under one Group transfer to agents from another Group? Asking as we're running into this and not sure how or where to resolve. Thank you!
0
Brandon (729)
Hey Jesus,
This should be possible, pending your role restrictions.
If you're still experiencing trouble, screenshots or error messages can help the Community further troubleshoot the issue.
Cheers,
Brandon
1
Max
Hello there, if an agent transfer to another group, and no one of that group answers the call, the call comes back to previous agent.
Is that a normal behaviour ? We would like to end the call if no one of the targeted group can answer the call.
thank you
0
Brandon (729)
Hey Max,
This is the expected behavior, as if all of the agents miss that call the disconnection would be unexpected and frustrating to the caller. It returns to the agent to take a message. One workaround would be to register a new number dedicated to that group, and then transfer to external and call that number. Hope this helps!
Brandon
0
Pavel Gärtner
Hi we are answering incoming calls via mobile phone only, so we do not have zendesk (call window) on monitor in front of us.
Does it possible on mobile phone transfer call to another agent or group. For example by press any virtual key on mobile phone display? This agent/group is always the same, so hard setings without choosing.
Thank you Pavel
0
Dainne Kiara Lucena-Laxamana
Hi Pavel Gärtner ,
At the moment it's not possible yet for calls answered through your own device, & then transfer them over to another group since there's no option to toggle which group/agent to transfer it to.
0
Michael Le
Hello we need assistance if possible.
We're looking to transfer calls back into our IVR if possible back into a queue?
We have three IVR selections depending what your customer type is
Example:
- Press 1 if you're customer type A
- Press 2 if you're customer type B
- Press 3 if you're customer type C
- Customer A is handled by Group A
- Customer B is handled by Group A & B
- Customer C is handled by Group C & D
What ends up happening quite a bit is that Customer C calls in pressing 1 as Customer A trying to get immediate help and avoiding the longer wait of the Customer C line in the IVR and we don't have the bandwidth at that moment to transfer to an available agent in Group C or D and they end up being helped by A which causes delays for the rest of our customers.
Is there a possible way to transfer them back into the IVR and press three for customer type C for them in this example?
(I attempted to transfer them back via our phone # as a blind transfer and pressed 3 and processed the transfer, but this creates another ticket and is considered a second call which we're trying to avoid)
1