4.6 Consult
| Demo Video | Consult |
A consult call, also known as a warm transfer, is when a party on the call calls a third party while on the line with an outside party. The outside party is placed on hold and cannot hear the conversation between the first and third parties. The first party can use the consult to discuss the call with the third party and optionally transfer it to them.
To do a consult call:
- Click the consult button.
Note Consults can be done with internal Genesys users, Genesys queues, or external numbers. - To initiate a consult with an external number, enter the 10-digit number and then click the consult button next to the search field.
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- To initiate a consult with an internal Genesys user or queue, type the name of the second party in the Consult search field and select the user or queue in the Consult search results section.
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4.6.1 Placing on Hold and Removing Parties
To put the third party on hold, click the hold button.
To disconnect the second or third party, click the corresponding disconnect button.
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4.6.2 Transferring Second Party to Third Party
Click the transfer button to transfer the second party to the third party. After transferring the call, enter a wrap-up code, if required by the Income Maintenance (IM) agency, and click Done.
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4.6.3 Join Parties in a Conference Call
Click the Start conference button to bring all parties into the call.
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This page last updated in Release Number: 26-01
Release Date:02/04/2026
Effective Date: 02/04/2026