State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

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.
2. Indicate the party with whom you wish to discuss the call. Enter a 10-digit external phone number or type the name of a Genesys user or queue into the drop-down menu. Consults can be done with internal Genesys users, Genesys queues, or external numbers.

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Publication Number: P-03208