Skip to main content

Making Outbound Calls and Transfers

Connie lets you place outbound calls to clients and transfer active calls to other agents or teams — all from the same browser window.

Using the Dialpad​

To make an outbound call:

  1. Click the Dialpad icon in the top navigation area
  2. Enter the phone number you want to call
  3. Click the Call button to place the call
  4. The call appears in your Task Queue as an outbound task

While the phone is ringing, you'll see the call in a "Pending" state. Once the other party picks up, the status changes to "Accepted" and you're connected.

info

You can also initiate outbound calls directly from a task — for example, clicking a callback button on a voicemail task or using a "Place Call Now" button within the Task Manager.

Warm Transfers vs Cold Transfers​

When you need to transfer a call to another agent or team, you have two options:

Cold Transfer (Quick Handoff)​

A cold transfer sends the call to another agent immediately — you don't speak to the receiving agent first.

  1. Click the Transfer button (forward arrow icon) during the call
  2. Choose Agent or Queues tab
  3. Select the person or team from the list
  4. Click Cold Transfer
  5. The call is transferred and your task automatically completes

Use cold transfers when:

  • The request is straightforward
  • The next agent doesn't need background info
  • You need to move quickly

A warm transfer lets you speak with the receiving agent before handing off the call — so you can brief them on the situation.

  1. Click the Transfer button during the call
  2. Select the agent or queue
  3. Click Invite to Join (or the warm transfer icon)
  4. You're now in a three-way conversation with the caller and the other agent
  5. Brief the other agent on the situation
  6. When ready, leave the call — the other agent continues with the client
Best Practice

Use warm transfers whenever the situation is complex or the client has already explained their issue once. Nobody likes repeating themselves.

Transferring to a Queue vs a Specific Agent​

  • Transfer to a specific agent — Use when you know exactly who should handle this
  • Transfer to a queue (team) — Use when any agent on that team can help. This is generally more reliable and distributes the work evenly.

What Agents See on a Transfer​

When you transfer a call, the task stays in your queue until the receiving agent accepts it. Once they do:

  • You'll see a green confirmation ("Conversation transferred")
  • The task is removed from your queue
  • All conversation history transfers with the client

Completing an Outbound Call​

Outbound calls follow the same wrap-up process as inbound calls:

  1. End the call (you or the client hangs up)
  2. Select a Disposition (closing code)
  3. Add notes (optional)
  4. Click "Complete"

Quick Reference​

ActionHow to Do It
Place an outbound callDialpad icon → Enter number → Call
Cold transferTransfer button → Select agent/queue → Cold Transfer
Warm transferTransfer button → Select agent/queue → Invite to Join → Brief → Leave
Callback from voicemailAccept voicemail task → Click "Place Call Now" button

Related: Inbound Calls | Transferring Tasks

Need help? Check our FAQ or visit Get Support