---
schema_version: "1"
id: c4cc69fd8302d68d5c634e4b0938f4bb14ba130674f97efe9872ffb558f9da5c
title: Add Callers or Transfer Calls
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_agents_transfer_calls.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cf3d301a54e4179db4b9bb41111b755d96ea5447d206b595f06b2ab790300e96
description: Add callers to a call, or transfer calls to another rep, queue, Omni flow, or phone number so customers are connected to the right person who can help. To have a multiparty call, add another caller to the call and merge the calls. To transfer a call to another rep, add a caller to the call, merge the calls, and then leave the call. If your Salesforce Voice with Partner Telephony setup supports it, add multiple participants to a multiparty call and make a consult call.
products:
- Service Cloud
- Digital Engagement
release: "264"
---
# Add Callers or Transfer Calls
Add callers to a call, or transfer calls to another rep, queue, Omni flow, or phone number so customers are connected to the right person who can help. To have a multiparty call, add another caller to the call and merge the calls. To transfer a call to another rep, add a caller to the call, merge the calls, and then leave the call. If your Salesforce Voice with Partner Telephony setup supports it, add multiple participants to a multiparty call and make a consult call.
### Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
To answer and make calls and to view Voice records:
Salesforce Voice Contact Center Rep permission set
To see each rep's availability when you add callers or transfer calls, your admin must first [set up mapping](https://help.salesforce.com/s/articleView?id=service.service_cloud_voice_map_users.htm&release=264.0.0&type=5 "To display service rep (agent) availability information for transferred calls and route calls to contact center reps, map Salesforce users to telephony provider users.").
Rep availability naming conventions may not match the Omni presence status name.
When you add callers or transfer calls, the following availability statuses are shown:
- Available—A rep is available when their Omni-Channel presence status is set to Available for Voice and they have 0% capacity.
- Busy—A rep is busy when their Omni-Channel presence status isn’t set to Available for Voice or they are assigned to one or more cases or calls. The consumed percent (%) capacity helps you decide whether the rep can take the call. A consumed capacity of 100% means the rep is at full capacity.
- Offline—A rep is offline when their Omni-Channel presence status is set to Offline.
- **[Add a Caller](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)**
Conference in a single caller to an ongoing voice call.
- **[Make a Blind Transfer](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)**
Transfer a call to another contact center rep, queue, or flow without giving context to the next rep.
- **[Make a Warm Transfer](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)**
Transfer a call to another contact center rep, queue, or flow. Discuss the situation with another rep before connecting them with the customer, and then leave the call.
- **[Add Multiple Callers to a Call](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)**
If multiparty calls with more than three people are enabled for your Service Cloud Voice with Partner Telephony setup, use the Phone controls in the Omni-Channel utility to add up to four participants to an ongoing call between yourself and a customer.
- **[Make a Consult Call](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)**
If consult calls and multiparty calls are enabled for your Salesforce Voice with Partner Telephony setup, start a consult call during an active multiparty call to discuss the ongoing situation in a separate conversation. End the consult call or merge the consult call with the multiparty call.
## Add a Caller
Conference in a single caller to an ongoing voice call.
To add a rep to an ongoing call, your administrator must have set up a quick connect when they added that rep to the contact center.
1. While on a call, click **Add Caller** from the Phone tab in the Omni-Channel utility.
Tip You can also add a caller to an ongoing call with click-to-dial. From a record in Salesforce, click the number you want to bring into the call.
2. To use the keypad to dial an external number, click **Keypad** and enter the number. To add another rep or queue to the call, enter a name or scroll through the list of reps (agents) to see who’s available, and click **Call**.
After the second caller is connected, the **Merge** button is displayed on the Phone tab in the Omni-Channel utility.
3. To combine both calls into a single call, click **Merge**. Continue the call as needed with three participants.
4. To switch from one call to another, click **Swap**. When you swap a call, one call is active and the other call is on hold.
5. To exit a call, click **Leave Call**. You’re disconnected, but the call continues with the remaining participants.
## Make a Blind Transfer
Transfer a call to another contact center rep, queue, or flow without giving context to the next rep.
To transfer a call to a rep, your administrator must have set up a quick connect when they added that rep to the contact center.
Note When you transfer a call that has recording turned off, transcription resumes for the primary call once the transferred call connects, but recording stays off. For the transferred call, both transcription and recording are turned on.
1. While on a call, select an action based on your telephony model.
- To perform a blind transfer for reps with Salesforce Voice with Partner Telephony, click **Blind Transfer**.
- To perform a blind transfer for reps with Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, click **Add Caller**.
2. Enter or select your transfer destination.
- To use the keypad to dial an external number, click **Keypad** and enter the number.
- To transfer the caller to another rep, flow, or queue, use the filter dropdown to filter your results or scroll through the list of reps (agents) to see who’s available.
After the second caller is connected, the **Swap** and **Merge** buttons are displayed on the Phone tab in the Omni-Channel utility.
3. For reps with Salesforce Voice with Amazon Connect, exit without providing context by clicking **Leave Call**. You’re disconnected, but the call continues with the remaining participants. For reps with Salesforce Voice with Partner Telephony, you are removed from the call automatically after the blind transfer is initiated.
You can also transfer a call with click-to-dial. From a record in Salesforce, click the number you want to bring into the call.
#### See Also
- [Reassign Work Manually](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&language=en_US)
## Make a Warm Transfer
Transfer a call to another contact center rep, queue, or flow. Discuss the situation with another rep before connecting them with the customer, and then leave the call.
To transfer a call to a rep, your administrator must have set up a quick connect when they added that rep to the contact center.
Note When you transfer a call that has recording turned off, transcription resumes for the primary call once the transferred call connects, but recording stays off. For the transferred call, both transcription and recording are turned on.
1. While on a call, click **Add Caller**.
2. To use the keypad to dial an external number, click **Keypad** and enter the number. To add another rep or queue to the call, enter a name or scroll through the list of reps (agents) to see who’s available, and click **Call**.
After the second caller is connected, the **Merge** button is displayed on the Phone tab in the Omni-Channel utility.
3. Share necessary information with the second caller before combining the calls.
4. To combine both calls into a single call, click **Merge**. Continue the call as needed with three participants.
5. To switch from one call to another, click **Swap**. When you swap a call, one call is active and the other call is on hold.
6. To complete the warm transfer and exit the call, click **Leave Call**. You’re disconnected, but the call continues with the remaining participants.
You can also transfer a call with click-to-dial. From a record in Salesforce, click the number you want to bring into the call.
## Add Multiple Callers to a Call
If multiparty calls with more than three people are enabled for your Service Cloud Voice with Partner Telephony setup, use the Phone controls in the Omni-Channel utility to add up to four participants to an ongoing call between yourself and a customer.
Note Multiparty calls with more than three participants are available for Service Cloud Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect in pilot only. Contact your Salesforce account executive to request access.
1. To add a caller to an ongoing voice call, click the **Add User** button.
2. Select a call participant from the Phone contacts list, and click **Call**. Or to use the keypad to dial an external contact, click **Keypad** and enter the number.
3. To add more participants to an ongoing voice call, click the **Add User** button in the Call Group.
4. Select a call participant from the Phone contacts list, and click **Call**. Or to use the keypad to dial an external contact, click **Keypad** and enter the number.
5. To manage an ongoing multiparty call, use the Phone controls in the Omni-Channel utility.
Raise a flag to get help from a supervisor (1), add a call participant (2), pause or resume recording (3), leave the call (4) while it continues for other participants, mute a participant (5), remove a participant from the call (6), or mute yourself (7).
Note Hold isn’t supported for multiparty calls.
## Make a Consult Call
If consult calls and multiparty calls are enabled for your Salesforce Voice with Partner Telephony setup, start a consult call during an active multiparty call to discuss the ongoing situation in a separate conversation. End the consult call or merge the consult call with the multiparty call.
1. During an active multiparty call, click **New Call** to start a separate consult call.
During the consult call, multiparty call participants in a call group are on a type of hold. Telephony partners can specify whether there is music so that call participants can continue their conversation.
2. Use the Phone controls in the Omni-Channel utility to manage the consult call.
Raise a flag to get help from a supervisor (1), pause or resume recording (2), end a consult call to return to a multiparty call (3), mute yourself (4), or merge a consult call and a multiparty call (5).
#### See Also
- [_Salesforce Voice with Partner Telephony Developer Guide_: Manage Multiparty Calls and Consult Calls](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_multiparty_consult_calls.htm)