---
title: "Transfer, Consult, and Conference"
slug: "agent-panel-transfer-consult-and-conference"
description: "How to transfer a call, start a consultation call, or start a conference call."
tags: ["another agent", "agent call agent", "internal", "How to", "WebRTC", "Agent Panel", "Softphone", "calls", "Agent"]
updated: 2025-03-21T15:30:47Z
published: 2025-03-21T15:30:47Z
canonical: "docs.voiso.com/agent-panel-transfer-consult-and-conference"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer, Consult, and Conference

**Who should read this article**: All users

How to transfer a call, start a consultation call, or start a conference call.

## Introduction

Sometimes you might need help handling an interaction, or perhaps there is someone else in your organization who should be handling it instead. The [blind transfer](/v1/docs/agent-panel-transfer-consult-and-conference#blind-transfer), [consultation](/v1/docs/agent-panel-transfer-consult-and-conference#consultation), and [conference](/v1/docs/agent-panel-transfer-consult-and-conference#conference) features enable you to work with other people in your organization to provide the best customer experience.

## Finding an agent or queue

When you want to [transfer](/v1/docs/agent-panel-transfer-consult-and-conference#blind-transfer), [consult](/v1/docs/agent-panel-transfer-consult-and-conference#consultation), or [conference](/v1/docs/agent-panel-transfer-consult-and-conference#conference) your call, just click the appropriate button to begin.

If you already know the extension of the agent or queue that you want to target, just enter it then click **Call to xxxx** (where xxxx is the extension).

However, if you don't know the extension, you can scroll through the list of **Agents** or **Queues** to find the one you are looking for. When you find it, just click to connect.

![Agent Panel Agent Queue Tabs](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Agent%20Queue%20Tabs.png)

Watch this video to see the Agent Panel Search page in action:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Using%20Search.mp4)

## Blind transfer

**Blind transfer** is a feature that enables you to transfer a call to a target, such as another agent or a queue, without knowing if the call will be answered. Unanswered blind call transfers might be redirected to a Queue or an IVR, depending on the business processes in your organization. Blind transfer is also known as a one-step transfer.

![Agent Panel Click Blind Transfer Button](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Click%20Blind%20Transfer%20Button.png)

Follow these steps to blind transfer a call:

1. While handling a call, click **Blind transfer** on the **Call screen**.
2. Your contact is put on hold.
3. In the **Blind transfer screen**, if you know the name or extension of the target user or queue, enter it in the **Enter number or name** field. Otherwise, Click the **Agents** or **Queues** tab and scroll down to find the target.
4. Click the target to complete the transfer and end your call.

Watch this video to learn how to transfer a call:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Blind%20Transfer.mp4)

## Consultation

**Consultation** is a feature that enables you to place your contact on hold while you place a call to an internal target, such as another agent or a Queue. You can talk to the other person while your contact waits on hold. When you are finished talking to the consultation target you can either end the consultation call or transfer the call with the contact to your consultation target – this is also known as a two-step transfer.

![Agent Panel Click Consultation Button](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Click%20Consultation%20Button.png)

Follow these steps to start a consultation call:

1. While handling a call, click **Consultation** on the **Call screen**.
2. Your contact is put on hold.
3. In the **Consultation screen**, if you know the name or extension of the target user or queue, enter it in the **Enter number or name** field. Otherwise, Click the **Agents** or **Queues** tab and scroll down to find the target.
4. Click the target to complete the consultation request.
5. Your call rings on the target's **Agent Panel**. When the target answers the call, you are connected and can speak to the target.
6. The call can end in one of four ways:
  1. You click **Transfer** to transfer your contact to the consultation target.
  2. You click **Cancel** to end the consultation call. You are reconnected to your contact.
  3. Your consultation target clicks **End** to end the consultation call. You are reconnected to your contact.
  4. Your contact hangs up. Your call with the contact ends, but you are still connected to your consultation target.

Watch this video to learn how to make a consultation call:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Consultation%20Call.mp4)

## Conference

**Conference** is a feature that enables you to ask an internal target, such as another agent or a Queue, to join your current call. You, your contact, and your conference target can all talk on the same call.

![Agent Panel Click Conference Button](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Click%20Conference%20Button.png)

Follow these steps to start a conference call:

1. While handling a call, click **Conference** on the **Call screen**.
2. In the **Conference call screen**, if you know the name or extension of the target user or queue, enter it in the **Enter number or name** field. Otherwise, Click the **Agents** or **Queues** tab and scroll down to find the target.
3. Click the target to complete the conference request.
4. Your call rings on the target's **Agent Panel**. When the target answers the call, you are connected and all parties can speak to one another.
5. If you or your contact end the call, the call is ended for all parties. If your conference target hangs up, you are still connected to your contact.

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Conference%20Call%20Process.mp4)

A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.

Interactive Voice Response. A technology that enables telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. IVRs are typically the system that greets callers at the beginning of an inbound voice interaction.

When a call is placed on hold, the contact and agent are temporarily unable to communicate with one another. The call is still held by the network and the agent is able to reconnect with the contact. Music on hold (MOH) or other pre-recorded media is played to the waiting contact.

Within a contact center, a target is an agent, supervisor, queue, skill, external number, or other contact center entity that can be the target of an interaction, whether it is routed, transferred, conferenced, or consulted.

For outbound calling and messaging, a target is the person who is the intended recipient of a call or message.

## Related

- [Outbound campaigns](/agent-panel-outbound-campaigns.md)
- [Inbound calls](/agent-panel-inbound-calls.md)
- [Outbound calls](/agent-panel-outbound-calls.md)
- [Getting started](/agent-panel-getting-started.md)
- [Part 4: The agent experience](/outbound-dialer-campaign-agent-experience.md)