Transferring a Call in CXone

Background: Before transferring a call, it is important to consider various essential requirements. These requirements ensure that communication is effective, secure, and in compliance with established policies. This article outlines the necessary steps and best practices to ensure the successful and efficient transfer of calls.

Agents should only transfer calls to a skill, never directly to another agent.

The agent has two options for transferring a call:

Conference - This is a ‘warm transfer’ that will allow the transferring agent to speak to the receiving agent prior to transferring the call.
Transfer - This is a direct ‘cold transfer’. Once selected, the transferring agent will automatically be disconnected from the call. This option is only to be used in specific scenarios, per SOP.

1 Transferring etiquette
2 Transferring a call to another Skill (queue)
3 Completing a Warm Transfer
4 Completing a Cold Transfer
5 Specific Scenarios - Transferring to Credit & Title
6 Related Articles:
- 6.1 How and when to transfer calls to Account Servicing

Transferring etiquette

When transferring a customer to another skill be sure to let them know that there is a possibility that they could be prompted to leave a voicemail if no one is available to take the call:

“I will place you on a brief hold while I transfer you to {skill/third party}. I will remain on the line with you during the transfer, but please be aware that if {skill/third party} is not available, you will be prompted to leave a voicemail.”

Transferring a call to another Skill (queue)

Steps	Reference

Steps	Reference
While connected on the call, click the Transfer/Conf button
Select Skills
The Skills menu lists the queues in alphabetical order. Select the ‘Call’ button from the appropriate queue. Not all Skills are connected to live queues. Make sure the queue selected indicates that there are agents available to take the call.

Completing a Warm Transfer

In order to warm transfer, wait until the transfer recipient (agent, external party, or supervisor) picks up. Explain the details of the call with the customer. The customer will be on hold during this time and will not hear the conversation. When ready to connect the customer, select either transfer or conference depending on which option best suits the transfer completion.

Steps	Reference

Steps	Reference
Put the customer on hold while the call is transferred; the time on hold clock begins counting Select the “Transfer/Conf” button
Once a transfer selection is made, select Conference -This allows the transferring agent to speak directly to the receiving agent while the customer is on hold.
Otherwise, proceed below
Provide the receiving agent with the customer’s information	Name of the customer Job they are calling about (if applicable) Description of the issue
When the agent is ready to complete the transfer, they will select ‘Transfer’ and the customer will be transferred

Completing a Cold Transfer

Cold transfers are only permitted after 3 minutes, except under the following conditions: Account Servicing - No requirement. Cold transfers are OK C&T transfers (outlined below) - After 1 minute hold time
Notify the customer that they are being transferred and will need to provide their information to the receiving agent.	“I will place you on a brief hold while I transfer you to {skill/third party}. Please be aware that you will need to verify your information to {skill/third party}. If {skill/third party} is not available, you will be prompted to leave a voicemail.”
Once a transfer selection is made, select Transfer
The customer automatically transferred to the selected queue.

Specific Scenarios - Transferring to Credit & Title

Verify you are speaking with the correct and verified customer
Complete a warm transfer to Credit & Title
- Note - the Support agent should not stay on hold with the customer while the Credit & Title agent researches the issue. Complete the transfer after exchanging the customer information with the receiving agent.

Exception

If while waiting for the Credit & Title team to answer you are on hold for more than 1 minute; then you can cold transfer
- Enter disposition notes per SOP as well as the following note:
  - Cold Transfer - hold greater than 1 min