Conference & call transfer

Conference and call transfer let agents pull in a colleague, a CTI number, or an external contact mid-call, and hand the conversation over inside Salesforce.

Starting a conference

To start a conference call in WorkDial CTI:

  • While on an active call, click the Conference button.
  • Choose the participant you want to add. This can be an agent, a CTI number, or an external number.
  • Use the search bar to find the agent, CTI number, or external contact.
  • Click the selected contact to initiate the call.

The WorkDial dialer on an active call with the Transfer button selected, showing the conference panel with Transfer to Agent, Transfer to Call Center, a Warm Transfer toggle, a participant search bar, and End Conference and Leave Conference buttons.

Once you initiate the call, the participant’s status appears in the conference list below:

  • Queued: the call is connecting.
  • Connected: the participant is active in the conference.
  • Completed: the participant has ended the call.

Using warm transfer

If Warm Transfer is enabled:

  • You and the added participant (agent, CTI number, or external contact) can speak privately while the customer is on hold.
  • The customer does not hear the conversation until you click the Merge All button.
  • After you click Merge All, everyone on the call, including the customer, can hear each other.

You can also click the X beside any participant in the conference list to remove them from the call.

Agent availability

When you search for agents, the color indicator beside a name shows their availability:

  • Green: online and available.
  • Red or grey: offline or busy.

This lets you see at a glance who is free for a conference or transfer.

Ending or leaving a conference

  • Leave conference: you can leave at any time. The other participants stay connected.
  • End conference: you can end the entire conference for all participants when the conversation is done.

Transfer timing

On an inactive call, clicking Transfer may disable the search option for a few seconds. Wait about 3 seconds for the call to connect. If search is still disabled, click Transfer again.

Tip: Wait until the call is active (you can already speak with the customer) before transferring. While the call is still ringing it is not active yet, which is why transfer and search stay disabled. Once active, transfer to another agent, CTI number, or external number as needed.

In summary

Conference and transfer in WorkDial CTI make it simple to:

  • Connect multiple participants in real time.
  • Run warm transfers for clean handovers.
  • Control who joins, stays, or leaves a conference.
  • Collaborate without leaving Salesforce.