Transferring a Zoom Contact Center video engagement

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

This article covers:

Prerequisites for transferring a video engagement

Notes:

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 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 to search, then select the agent to transfer to.
  6. Click Transfer then Warm Transfer.
  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.