Contact center users can transfer calls to other destinations, such as a supervisor, agent, or VDN. If a supervisor is observing the call, the contact center does not disconnect them from a transferred call. Avaya Contact Center – Extended Capacity supports the following types of call transfer:

• Attended transfer: Before transferring a call, the user puts the caller on hold and calls a transfer target to check if they are available for calls.

• Semi-attended transfer: The user puts the caller on hold and calls a transfer target. The user can hear a ringback tone and transfers the first call before the transfer target becomes available.

• Unattended transfer: The user enters the transfer destination and does not stay on the call to ensure the transfer succeeds.

• Transfer by call join: The user sets up a three-party conference call with a transfer target and disconnects from the call when the caller and the transfer target start talking.

When the user puts the call on hold as part of call transfer, the caller can hear music. When the call with the transfer target is completed, Avaya Contact Center – Extended Capacity displays the caller information to the transfer target. The user can cancel the transfer before completing the call.

The contact center reserves one call appearance for a consultation call with a transfer target. If all call appearances are busy, the contact center cannot transfer a call.

For more information about configuring call appearances, see the endpoint configuration section in Administering Avaya Contact Center – Extended Capacity.