Webitel: Documentation
Webitel: Documentation
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Call transfer

1. Description

The call transfer functionality is used to transfer an active call to another Agent, user, or a contact center queue after the call has been answered.

There are two transfer directions available in the system:

  • Standard transfer (to a user or number);

  • Transfer to a contact center (to an Agent or a queue).

For each direction, the following transfer types are supported:

  • Blind transfer (not supported when transferring to a contact center Agent);

  • Transfer with consultation.

2. Standard transfer

Standard transfer is used to transfer a call to another system user or to a number.

2.1. Blind transfer

A blind transfer is performed without prior communication with the call recipient.

To perform a transfer, the user:

  1. clicks the transfer icon in the central Workspace panel – image-20260123-212340.png (Fig. 1.(1));

  2. opens the Users tab (Fig. 1.(2));

  3. performs one of the following actions:

    • selects a user from the list and clicks the blind transfer icon – image-20260123-212655.png (Fig. 1.(3));

    • enters a number in the search field (Fig. 1.(4)) and clicks the Transfer button (Fig. 1.(5)).

Blind call transfer to a user.png
Fig. 1. Blind call transfer to a user

Transfer to an internal user number is supported.

After the transfer is completed:

  • the call is terminated for the current user;

  • further call handling is performed by the receiving user.

When transferring a call from a queue, the post-processing form behaves as follows:

2.2. Transfer with consultation

A transfer with consultation is a call transfer to another user after prior communication and agreement with that user.

A transfer with consultation is performed via an outgoing call.

To perform the transfer, the user who accepted the call:

  1. puts the conversation with the client on hold by clicking the Hold button image-20260123-212744.png (Fig. 2.(1));

  2. clicks the Call button in the left Workspace panel – image-20260123-212835.png (Fig. 2.(2));

Putting the current call on hold.png
Fig. 2. Putting the current call on hold

  1. selects the required contact from the call history (Fig. 3.(1)), the user list (Fig. 3.(2)), or enters the internal user number in the dial field (Fig. 3.(3)) and clicks the Call button (Fig. 3.(4)).

Calling another Agent for consultation.png
Fig. 3. Calling another Agent for consultation

  1. After the connection is established, a conversation takes place between the users, during which the reason for the transfer is communicated.

  2. To connect the calls, the user clicks the Connect button image-20260123-213144.png (Fig. 4.(1)).

Transferring a call to another Agent.png
Fig. 4. Transferring a call to another Agent

  1. In the list of active calls, the user clicks the Connect button image-20260123-213035.png (Fig. 4.(2)).

After that:

  • the client is connected to the selected user;

  • the call is terminated for the user who initiated the transfer.

3. Transfer to the Contact Center

Transfer to the Contact Center is used to pass an active call to an Agent or to a queue.

3.1. Transfer to a Contact Center Agent

3.1.2. Transfer with consultation

3.1.2.1. Call not from a queue

The user has an active call that did not originate from a queue. The post-processing form is not open.

To perform the transfer, the user:

  1. clicks the Transfer icon in the top panel of the active call – image-20260123-212340.png (Fig. 5.(1));

  2. opens the Agents tab in the central panel (Fig. 5.(2));

  3. clicks the Transfer with consultation icon next to the required Contact Center Agent – Снимок экрана 2026-01-26 в 21.29.05.png (Fig. 5.(3));

  4. if necessary, uses the search field (Fig. 5.(4)) and clicks the Transfer button (Fig. 5.(5)).

Transfer with consultation to a Contact Center Agent.png
Fig. 5. Transfer with consultation to a Contact Center Agent

After that:

  • a connection is established between the user and the selected Contact Center Agent;

  • the client is placed on hold.

The user can:

  • return to the conversation with the client;

  • connect the client to the Contact Center Agent.

When the client is connected to the Agent:

  • the call is terminated for the user;

  • the post-processing form is not opened for the Contact Center Agent.

3.1.2.2. Call from a queue

The user has an active call that originated from a Contact Center queue. The queue post-processing form is open.

To perform the transfer, the user:

  1. clicks the Transfer icon in the top panel of the active call – image-20260123-212340.png (Fig. 5.(1));

  2. opens the Agents tab in the central panel (Fig. 5.(2));

  3. clicks the Transfer with consultation icon next to the required Contact Center Agent – Снимок экрана 2026-01-26 в 21.29.05.png (Fig. 5.(3));

  4. waits for the connection to be established with the Agent. The client is placed on hold.

The user can:

  • return to the conversation with the client;

  • connect the client to the Contact Center Agent.

When the client is connected to the Agent:

  • the call is terminated for the user;

  • the post-processing form is opened for the Contact Center Agent;

  • the post-processing form displays the data entered by the user before the transfer.

Post-processing form data is passed to the Contact Center Agent even if the form was not submitted before the transfer and the user performed only the call transfer.

3.2. Transfer to a Contact Center queue

Transfer to a Contact Center queue is used to pass an active call to a selected queue.

3.2.1. Blind transfer

3.2.1.1. Call not from a queue

The user has an active call that did not originate from a queue. The post-processing form is not open.

To perform the transfer, the user:

  1. clicks the Transfer icon in the top panel of the active call – image-20260123-212340.png (Fig. 6.(1));

  2. opens the Queues tab in the central panel (Fig. 6.(2));

  3. clicks the Blind transfer icon next to the required Contact Center queue – image-20260123-212655.png (Fig. 6.(3)).

After the transfer is completed, the call is terminated for the user.

If:

  • a queue Agent answers the call — the post-processing form is opened for the Agent;

  • the call is not answered — the call is terminated (due to a timeout or by the client).

Blind transfer of a call to a Contact Center_queue.png
Fig. 6. Blind transfer of a call to a Contact Center queue
3.2.1.2. Call from a queue

The user has an active call that originated from a queue. The queue post-processing form is open.

To perform the transfer, the user:

  • clicks the Transfer icon in the top panel of the active call – image-20260123-212340.png (Fig. 6.(1));

  • opens the Queues tab in the central panel (Fig. 6.(2));

  • clicks the Blind transfer icon next to the required Contact Center queue (Fig. 6.(3)).

After the transfer is completed, the call is terminated for the user.

If:

  • a queue Agent answers the call — the queue post-processing form is opened for the Agent, and the call history records the result specified in both post-processing forms;

  • the call is not answered — the call is terminated, and the call history records the result specified in the post-processing form.

3.2.2. Transfer with consultation

3.2.2.1. Call not from a queue

The user has an active call that did not originate from a queue. The post-processing form is not open.

To perform the transfer, the user:

  1. clicks the Transfer icon in the top panel of the active call – image-20260123-212340.png (Fig. 7.(1));

  2. opens the Queues tab in the central panel (Fig. 7.(2));

  3. clicks the Transfer with consultation icon next to the required Contact Center queue – Снимок экрана 2026-01-26 в 21.29.05.png (Fig. 7.(3)).

The user waits for the connection with a queue Agent to be established. The client is placed on hold.

Transfer with consultation to a Contact Center queue.png
Fig. 7. Transfer with consultation to a Contact Center queue

The user can:

  • return to the conversation with the client;

  • connect the client with the queue Agent.

When the client is connected to the queue Agent:

  • the call is terminated for the user;

  • the queue Agent’s post-processing form is opened;

  • the call history records the result specified in the post-processing form.

3.2.2.2. Call from a queue

The user has an active call that originated from a Contact Center queue. The queue post-processing form is open.

To perform the transfer, the user:

  1. clicks the Transfer icon in the top panel of the active call – image-20260123-212340.png (Fig. 7.(1));

  2. opens the Queues tab in the central panel (Fig. 7.(2));

  3. clicks the Transfer with consultation icon next to the required Contact Center queue – Снимок экрана 2026-01-26 в 21.29.05.png (Fig. 7.(3)).

The user waits for the connection with a queue Agent to be established. The client is placed on hold.

The queue Agent’s post-processing form is not opened at this stage.

The user can:

  • return to the conversation with the client;

  • connect the client with the queue Agent.

When the client is connected to the queue Agent:

  • the call is terminated for the user;

  • the queue Agent’s post-processing form is opened;

  • the call history records the result specified in both post-processing forms (the queue post-processing data is transferred even if the form was not submitted before the transfer).