State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

4.4 Transferring a Call

Demo Video

Transferring a Call

A transfer sends a call to another party or queue without the parties speaking to one another. This is known as a cold transfer. It can be used when the caller knows where their call needs to be routed or if the agent receives the call on accident and sends the call to the right department. 

To transfer a call:

1. Click the transfer button.
2. Enter a 10-digit external phone number and click the Transfer button. 

   Note	Calls can be transferred to internal Genesys users, Genesys queues, or external numbers. The receiving party can accept or decline the transfer.

   

4.4.1 Transfering a Call to an XFERS Genesys Queue

If transferring a call to a queue, it’s important to transfer the call to a queue other than the inbound queue. Under most circumstances when transferring a call to a queue transfer to a transfer queue. Transfer queue names start with XFERS. XFERS are transfer queues and this prioritizes the transferred call (this is for most lines of business). 

To transfer to a call to an XFERS Genesys queue: 

1. Click the transfer button. 
2. Type XFERS, underscore, the name of the Genesys queue into the Transfer field. For example, XFERS_Captial_CC. 
3. Select the transfer queue to transfer the call. 

4.4.2 Transferring a Call to a Genesys Agent

To transfer a Call to another Genesys agent: 

1. Click the transfer button. 
2. Start typing the agent’s name in the Transfer field. 
3. Select the agent to transfer the call to. 

   Note	Transfer to an available agent, or the call goes to voicemail, which may not be set up.

4. After selecting the agent for the call transfer, the other agent's phone rings and the call is  disconnected. 

5. After completing any after call work, click Done to stop the after call timer. 
   

4.4.3 Transferring a Conference Call

Demo Video

Transferring a Conference Call

Consultation with a supervisor is necessary first to understand the circumstances under which transferring a conference call to an external number is permitted.

To transfer a conference call: 

1. Click the transfer button. 
2. To transfer a conference call to an external number, enter the 10-digit number, and then click the transfer button next to the search field. 
   

3. To transfer a conference call to an internal Genesys user or queue, type the name of the second party in the Transfer search field and select the user or queue in the Transfer search results.
   

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Publication Number: P-03208