Last updated August 2, 2024
When to use:
A brief overview of how to transfer calls within Genesys.
*Important user interface update:
To initiate a blind transfer, you must click the arrow button after entering the number:
To initiate a consult transfer, you must click the caller icon after entering the number:
Step-by-step:
1. While on a call, you may perform a blind transfer or consult transfer to a queue, an external phone number, an external contact preloaded into Genesys, or a Genesys user.
a. Blind transfer sends the caller to the new line immediately and ends your part of the interaction. The person receiving the call will have no context or idea when they answer the call.
b. Consult transfer places the caller on hold and allows you to communicate with the person you want to transfer to first. When ready, you can stay on the call for a three-way call, hang-up on either person, or complete the transfer. This is what we will mostly use.
2. To perform a blind transfer, select the arrow icon and type in a contact or telephone number. Select the recipient and click transfer. This will end your part of the interaction. Finish your after-call work, select a wrap-up code, and click Done.
3. To perform a consult transfer, select the two people icon and type in a contact or telephone number. Select the recipient and click transfer. This will put your initial caller on hold (the pause symbol will be red if they are on hold) and allow you to connect with this second person in advance. It is best practice to keep the initial caller on hold while providing the person you are consulting with a brief update or summary and then bring the initial caller in. From here, you may place either the original caller or the person you are transferring to on hold, hang-up on either party (using the phone and down arrow icon), place yourself on mute by selecting the microphone icon, or complete the transfer by selecting the big arrow.
4. Once you complete the call, finish your after-call work, select a wrap-up code, and click Done.
Internal and DHUB transfers to top of queue:
Formerly, staff needed to press * to get the top of a queue. Beginning May 9, 2024, Genesys automatically sends a caller to the top of the queue if it comes from the Disability Hub or Senior LinkAge Line toll-free numbers. This means you can blind transfer, consult transfer, and even transfer an outbound call to a Senior LinkAge Line queue or the Disability Hub queue and the caller will automatically be placed at the top of the queue.