> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/handle-conversations/webagent/transfer-calls.md).

# Transfer a call

Transfer voice calls to people or skills in WebAgent.

Open the active voice dialogue and find the call controls alongside it (answer, hold, mute, transfer, and hang up). Select **Transfer** to open the transfer window. Its **Contact transfer** tab contains the person-search field and separate **Blind transfer**, **Delight consult**, and **Consult** controls; its **Skill transfer** tab contains skill destinations. Available controls depend on what your dialogue allows. Choose a transfer type according to whether you need to speak with the destination and whether the customer should join that conversation.

| Transfer type      | What happens to the customer                                                      |
| ------------------ | --------------------------------------------------------------------------------- |
| **Direct (blind)** | The call is offered to the destination without a consultation.                    |
| **Delight**        | You consult the destination while the customer is part of the conversation.       |
| **Consultative**   | You consult the destination while the customer is on hold.                        |
| **Skill transfer** | The conversation leaves you and enters the selected skill queue or forward skill. |

## Transfer directly to a person

1. In the active call, select **Transfer**, open **Contact transfer**, and search for the contact.
2. Choose the contact or a specific available endpoint, such as a mobile number.
3. Select **Blind transfer**. While the destination is being offered the call, select **Cancel** in the transfer window if you need to stay with the customer.
4. If the destination accepts, the call transfers. If they refuse, you remain connected to the customer.

If search shows **No Valid Endpoints**, the contact may not have a usable business or mobile phone number. Ask your administrator to check the contact record and number format. Do not substitute an unverified internal or fictitious number.

## Consult with the customer included (delight transfer)

1. In the active call, select **Transfer**, open **Contact transfer**, find a contact, and select **Delight consult** below the search results.
2. When the contact accepts, speak with them while the customer is included in the consultation.
3. Select **Transfer** to hand over the conversation and leave it, or **Disconnect Consult** to end the consultation without handing over the call.

During the consultation, use the available mute and add-participant controls as needed. If the contact declines, you stay with the customer.

## Consult privately while the customer is on hold

1. In the active call, select **Transfer**, open **Contact transfer**, find a contact, and select **Consult** below the search results.
2. When the contact accepts, speak with them while the customer is on hold.
3. Select **Transfer** to complete the handover, or **Disconnect Consult** to end the consultation and continue with the customer. You can cancel while the call is still being offered.

If you need to consult a skill, search for a **contact or endpoint that routes to that skill**, rather than assuming the skill itself is a direct consultation target. Your administrator can confirm which searchable route to use. If the contact declines, you stay with the customer.

## Transfer to a skill queue

1. In the active call, select **Transfer** and open the **Skill Transfer** tab.
2. Search for the destination skill and select it.
3. The conversation disconnects from you and transfers to the selected skill queue or forward skill. You cannot monitor it after this transfer.

Skill transfer is different from consulting a person through a skill's searchable endpoint.

Where your environment offers a colleague's voicemail as a destination, confirm that the option is enabled for your tenant and allowed by the destination's Microsoft Teams voicemail policy. Do not rely on voicemail transfer unless that option is visible and your organization has confirmed it.


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