Call transfer is a core contact center capability that allows agents to move an active call to another agent, queue, IVR, or external phone number. Transfers help ensure customer queries are handled by the most appropriate resource, improving resolution time and overall customer experience.

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Agents may transfer calls for several reasons, such as escalations, customer preferences, skill mismatches, or incorrect routing.

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This article explains the different call transfer options available in Sprinklr, including warm transfer and blind transfer, the permissions required to use them, and key configuration considerations.

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This article is intended for:

• Contact center agents

• Supervisors

• Administrators managing voice and calling configurations

Common Reasons for Call Transfer

Agents typically transfer calls in the following scenarios:

• Handling Escalations - Agents may transfer calls to a supervisor or senior agent when an issue requires escalation or specialized handling.

• Customer Preference - Customers may request to speak with a specific agent, especially for follow‑up conversations or ongoing cases.

• Skill or Expertise Requirements - If an agent does not have the required expertise for a product, service, or language, the call can be transferred to another agent or team with the appropriate skills.

Permissions

To use the Transfer Call feature, your administrator must enable the required permissions. You can find these settings at All Settings → User Management → Global Roles. Click the three‑dot menu next to the role and select Edit. Then scroll to the Role Permissions section, expand Sprinklr Voice Call Controls, and enable the permissions.

Common permissions include:

• Transfer to Agent

• Transfer to Queue

• Transfer to External

• Warm Transfer

• Blind Transfer

Agents can see and use only the transfer options for which they have been granted permissions.

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The agent can confirm whether the required permissions have been enabled by the administrator. To verify, click the agent’s name in the profile, go to the Permissions tab, expand Role Level Permissions, and check that the highlighted permissions are turned on.

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Steps to Transfer a Call

1. During an active call, click the Transfer icon in the call control bar.

2. In the Transfer Call window, select one of the following:

   • Agent

   • Queue

   • IVR

   • External Number

3. Configure the transfer details as required.

4. Select Warm Transfer or Blind Transfer (where applicable).

5. Click Transfer Call.

Types of Call Transfer

Internal Transfer

• Transfer to Agent

• Transfer to Queue

• Transfer to IVR

External Transfer

• Warm Transfer

• Blind Transfer

Transfer to Agent

Use this option to transfer a call to a specific agent.

• Select the agent from the list.

• When transferring to a Microsoft Teams user, the agent’s Microsoft Teams availability status is displayed.

• Agents can filter the list by location (city, state, or country).

• Agents can select only skills and categories shared with them.

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Warm and blind transfer options are available based on permissions.

Transfer to Queue

Use this option to route a call to a queue where it can be handled by the most suitable available agent.

Agents can select only skills and categories shared with them.

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Additional Options - Transfer to Agent and Transfer to Queue

Additional options include:

• Adding notes for context

• Selecting skills to help match the call with agents who have the required expertise

Skill Selection Behavior

• Skills already associated with the case are preselected.

• Only one skill per category can be selected.

• Selecting a new skill in the same category replaces the existing one.

• Skills from categories not shared with the agent appear disabled.

Transfer to IVR

IVR transfer allows agents to move a live call to an Interactive Voice Response system.

Common use cases include:

• Collecting missing customer information

• Running post‑call surveys

• Capturing customer feedback

Agents can add notes to provide context for subsequent handling.

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Dialpad Behavior for IVR Transfer

When a call is transferred or conferenced with an IVR:

• Only the customer can access the dialpad to provide DTMF input

• The dialpad is not available on the agent interface

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External Transfer

External transfer routes a call to an external phone number outside the contact center.

Key points:

• Agents may select a dialer profile during external transfer.

• The Location SIP Context must be correctly configured in the corresponding voice application

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Warm Transfer and Blind Transfer

Warm and blind transfer options are available for Agent, Queue, and External transfers, depending on permissions.

Warm Transfer

In a warm transfer:

• The customer is placed on hold

• The primary agent stays on the call and speaks with the secondary agent

• Context can be shared before completing the transfer

The primary agent can:

• Complete the transfer

• Merge the call to create a three‑way conference

• Remove the secondary agent if needed

If the customer disconnects during the warm transfer, the agents can remain connected to complete knowledge transfer.

Permission Required:
Enable Warm Transfer under Sprinklr Voice → Call Controls.

Supervisor Note:
Supervisors in Listen, Whisper, or Continuous Listen mode remain connected and can hear warm transfer conversations.

Blind Transfer

A blind transfer allows an agent to transfer a call without waiting for the recipient to answer. Once initiated, the agent is immediately disconnected from the call.

Blind transfer is particularly useful in high‑volume environments where reducing handling time is critical.

Blind Transfer Behavior

• The customer is placed on hold

• The call is transferred immediately

• The primary agent is disconnected without waiting for acceptance

Required Permissions

To perform a blind transfer, agents must have:

• Enable Blind Transfer under Sprinklr Voice → Call Controls.

Agents without the required permissions will not see the blind transfer option in call controls.

All blind transfer actions are logged and tracked in call records.

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Additional Functionalities

The following are some of the additional functionalities of Transfer Call.

Idle Agents Count

The transfer window displays the number of Idle Agents, helping agents assess transfer availability. This is applicable for Queue transfer.

Idle agents are those who:

• Are marked as Available

• Are not currently handling any interactions

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Transfer Restrictions

• During a warm transfer or external transfer, the primary agent cannot end the call until the transfer is completed.

• Secondary agents cannot decline transferred calls unless they have the Reject Call for Secondary Agent permission.

These restrictions ensure smoother call handoffs and minimize disruptions.

Call Priority During Transfer

By default, transferred calls are assigned a priority of 0. Administrators can configure whether transferred calls should have higher or lower priority than the original call.

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Persona App Configuration for Call Controls

The following are some of the common configuration that administrators can perform in the Persona App Settings for Call Controls. For detailed information on configuring other Persona App settings for Call Controls, refer to the Persona App Settings for Call Controls.

• Disable On-Call Agent Selection (Transfer/Conference) - Prevents selecting agents who are currently on an active call, ensuring smoother and more efficient transfers.

• Disable 0 Available Agents Queue Selection - Queues with zero available agents will not appear in the transfer/conference list.

• Remove Last Dialled Phone Number - Administrators can enable a checkbox within the Persona App configuration which ensures that the dialer always starts with the default country code and a blank phone number after each successful call. When enabled, clears the phone number after successful call completion.

• Hide DTMF Input - When a call is transferred to the IVR or conferenced with the IVR, only the customer will be able to view and access the dialpad to provide DTMF input. The dialpad will not be available on the agent’s interface, as the agent does not require the dialpad for his further course of activities.

Summary

Sprinklr provides flexible, permission‑controlled call transfer options to route calls efficiently across agents, queues, IVRs, and external numbers. With the addition of external blind transfer, teams can reduce average handling time while maintaining governance, call tracking, and a seamless customer experience.