A POM agent can transfer a call to an external party during a consult, or a conference, while placing a customer on hold. The agent who originates the consult, or transfer, or conference can exit the call after transferring it. External transfer at telephony level generates “Refer with Replaces” SIP request for the external party, or the agent. The agent endpoint or gateway in between must handle the “Refer with Replaces” request and generate an “Invite with Replaces” request for the customer call log. In the enterprise network, Avaya Aura® Communication Manager (CM), or the gateway interfacing the external agent has to handle it. For more information on external transfer, see Administering Avaya Proactive Outreach Manager.