Agents can transfer an active video engagement to a Zoom Contact Center user or video queue.

This article covers:

• How to direct transfer a video engagement
• How to warm transfer a video engagement

Prerequisites for transferring a video engagement

• Zoom desktop client for Windows or macOS, 5.14.0 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Transfer engagement privilege 
• If transferring to another Zoom Contact Center agent:
  • They must be in the Ready status.
  • They must be a member of at least one video queue.

Notes:

• Admins can restrict your transfer options. If you can't complete a transfer, contact your admin.
• You can't transfer a video engagement if there's more than 1 agent in the engagement.

How to direct transfer a video engagement

You can do a direct transfer to immediately transfer an engagement to the queue or agent and hang up your current engagement. 

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. Place an outbound video engagement or answer an inbound video engagement.
4. Click Transfer in the video call controls.
5. Under Transfer this Engagement, enter the name of an agent or queue to search, then select the agent or queue to transfer to.
   Note: If the contact is another agent that belongs to several video queues, click the right arrow icon to view and select the video queue that the engagement will be assigned to.
6. Click Transfer then Warm Transfer.
   The receiving agent will become the assigned agent. You will leave the call.

How to warm transfer a video engagement

You can do a warm transfer to place your call on hold while you complete the transfer. This option is useful if you want to navigate a queue’s automated answering machine for the caller or if you want to speak to the receiving agent before your call is transferred.

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. Place an outbound video engagement or answer an inbound video engagement.
4. Click Transfer in the video call controls.
5. Under Transfer this Engagement, enter the name of an agent or queue to search, then select the agent or queue to transfer to.
   Note: If the contact is another agent that belongs to several video queues, click the right arrow icon to view and select the video queue that the engagement will be assigned to.
6. Click Transfer then Warm Transfer.
   
   • Places the consumer on hold while you start a new video call.
   • The receiving agent will get an inbound notification. If they accept, you will start a new video call with them.
   • If the receiving agent doesn't accept the inbound notification, you will remain in the engagement with the consumer who is on hold. Click Unhold to resume the video engagement.
7. If the receiving agent accepts the inbound notification, Click Transfer then Complete Transfer to complete the transfer.
   The receiving agent will become the assigned agent. You will leave the call.