---
title: Consulted Transfer
slug: voice-for-teams-partner-contact-center/consulted-transfer
createdAt: 2026-06-30T22:38:08.096Z
---

Agents can consult with another internal Teams user or a PSTN number before transferring a customer call to them. This ensures that the receiving party is prepared for the call.

## How it works

This feature involves three distinct call legs:

- **Call 1**: The initial PSTN call between the customer and Agent 1.
- **Call 2**: A Teams-to-Teams (internal) or Teams-To-PSTN (external) call between Agent 1 and Agent 2 (the consult leg).
- **Call 3**: The final PSTN call between the customer and Agent 2 after the transfer is completed.

Salesforce chains these calls together. The initial call record (**Call 1**) will remain in an *in Progress* status until the final call (**Call 3**) is ended to ensure all captions are correctly logged.

Internal consult calls initiated from Salesforce will ring in the Omni-Channel utility for the receiving agent. Calls initiated directly from the Teams client will not appear in Salesforce.

### Consult call UI

- **Swap**: Use the **Swap** button to toggle between the customer and the consulted party. Resuming one call leg will automatically place the other on hold.
- **Mute/Keypad**: Standard call controls are available for the active leg of the call.
- **Captions**: Live transcriptions are captured for both legs. When the transfer is complete, captions from the consult are merged into the final record.

## Consult & transfer calls

1. While on an active call (**Call 1**), click the **Add Caller** button in the Omni-Channel utility.

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2. Call **Agent 2**.
   - For internal transfer, use the search field to find an internal **Agent 2** (by name or **Teams ID**).

:::hint{type="info" indent="1"}
Directory search requires at least 3 characters to return results.
:::

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:::Paragraph{listStyleType="disc" indent="2"}
For PSTN or external transfer, click the **Keypad** button and type the number.
:::

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3. Click the **Call** button. **Call 1** will automatically be placed on hold, and **Call 2** (the consult leg) begins dialling.
4. Once you have finished consulting with Agent 2, click the **Leave Call** button (which replaces the **End Call** button during a consulted transfer). You will be removed from the conversation and the costumer call (**Call 1**) will be blind-transferred to **Agent 2**.

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:::hint{type="warning" indent="1"}
You must be actively talking to the person you are consulting with (**Agent 2**) at the moment you click **Leave Call**. If you use the Swap button to go back and talk to the customer (placing **Agent 2** on hold) and then try to click** Leave Call** while **Agent 2 **is still on hold, the transfer will fail.
:::

## Cancel the transfer

If Agent 2 does not answer, or you decide not to transfer, click the **X** (Cancel) icon on the consult leg (**Call 2**). The consult leg will end, and you can resume the original call with the customer.