Controlling engagement transfer options

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Zoom Contact Center admins can control which queues, contact center users, or flows that agents can transfer voice engagements to. This setting is only available at the queue level. By default, all transfer options are enabled for agents and supervisors.

Prerequisites for controlling engagement transfer options

How to control engagement transfer options

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Click the display name of the queue you want to edit.
  4. Click the Policy tab.
  5. In the Transfers section, change these settings:
    • Transfer to Queues (not available for video queues): Click the toggle to enable or disable agents' ability to transfer voice engagements to queues. If enabling, change these settings:
      • All Queues: Allow agents to transfer to any Zoom Contact Center queue in the account.

      • Selected queues: Only allow agents to transfer to specified Zoom Contact Center queues that have the channel as the current queue. Click Add Queue(s) for Transfers to specify the allowed queues.

    • Transfer to Contact Center Users: Click the toggle to enable or disable agents' ability to transfer voice engagements to other Zoom Contact Center users. If enabling, change these settings:
      • All Users: Allow agents to transfer to any Zoom Contact Center user in the account.

      • Selected users: Only allow agents to transfer to specified Zoom Contact Center users. Click Add User(s) for Transfers to specify the allowed users.

    • Transfer to Flows (not available for video queues): Click the toggle to enable or disable agents' ability to transfer voice engagements to Zoom Contact Center flows. If enabling, change these settings: 
      • All Flows: Allow agents to transfer to any Zoom Contact Center flow in the account.

      • Selected Flows: Only allow agents to transfer to specified Zoom Contact Center flows. Click Add Flow(s) for Transfers to specify the allowed queues.

    • Transfer to Phone Number (only available for voice queues): Click the toggle to enable or disable agents' ability to transfer voice engagements to an external phone number by manually entering a phone number. This also includes external phone numbers added to the address books.
    • Exempt Queue Supervisors from Transfer Restrictions: If enabled, queue supervisors are exempt from any restrictions and can use all transfer options.

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