Teams, Contact Center, Consultative transfers to users outside of TouchPoint

This article describes the process Contact Center agents should use to perform consultative transfers of callers to Teams users or outside numbers.

After you have answered a call and determined a transfer is necessary, click the transfer button.

This is an image of the interaction options in TouchPoint, including the transfer button, which is higlighted.

The transfer search box will pop up. Only other TouchPoint users are searchable by name in this window.

This is an image of a blank TouchPoint search box.

To transfer a call to a non-TouchPoint user either in Teams, or to an external phone number, type the phone number in the search box and click Transfer.

This is an image of the TouchPoint search box with a phone number typed in it.

Your call will automatically be placed on hold while the system connects to the number you dialed.

This is an image of the Active interaction panel with the originally caller on hold while the transfer number is dialed.

Once the call is connected to the transfer number, you can swap between calls using the Swap to button in the interaction pane.

This is an image of the interaction pane once a transfer call is connected, showing the swap call button.

There are several options available while you are in consultation to make a transfer.

  • Select Complete to transfer the call to the new number and end the call on your side.
  • Select Conference to have a three-way call with both other parties.
  • Select Cancel to abort the transfer.

This image shows the options for completing the transfer.


Keywords:
Teams, Team, Contact Center, TouchPoint, Touch Point, Contact Center Transfer, Transfer Call, Announced Transfer, Supervised Transfer, Consultative Transfer, warm, cold, hot 
Doc ID:
68543
Owned by:
Lync Manager G. in University of Illinois Technology Services
Created:
2016-11-09
Updated:
2026-06-24
Sites:
University of Illinois Technology Services