State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-02 August 13, 2025

4.7 Consult

4.7.1 Place a Party On Hold or Remove Them From the Call
4.7.2 Transfer the Second Party to the Third Party
4.7.3 Bring All Parties Together in a Conference Call

(Video instructions available: 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. Select the help button in the bottom left corner of the window for help text specific to this view.
To do a consult call:

1. Click the consult button.

   Note	Consults can be done with internal Genesys users, Genesys queues, or external numbers.

2. To initiate a consult with an external number, enter the 10-digit number and then click the consult button next to the search field.
    
3. 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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Publication Number: P-03208