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Transfers and conferencing

Transfers and conferencing

Feb 18, 2026

UltraCart Calls supports warm transfers, cold transfers, multi-party conferencing, and supervisor barge and coach capabilities. These features let you connect callers to the right person, bring in additional help, and enable real-time supervision -- all from the softphone interface.

Overview

Every call in UltraCart Calls uses a conference-based architecture. Even a simple two-party call between a caller and an agent is technically a conference with two participants. This design makes it seamless to add or remove participants at any time -- whether you're transferring, conferencing in a third party, or barging in as a supervisor.

Warm transfer

A warm transfer lets you speak with the receiving party before connecting the caller. This gives you a chance to introduce the caller and provide context.

How it works

  1. During an active call, select Warm Transfer from the call controls.

  2. The transfer panel opens. Enter a phone number, extension, or select an agent from the directory.

  3. Select Dial to call the receiving party on Line 2. Your original caller is automatically placed on hold and hears hold music.

  4. When the receiving party answers, speak with them to introduce the caller and provide context.

  5. Once ready, complete the transfer. The caller and the receiving party are connected, and you drop off the call.

When the receiving party doesn't answer

If the receiving party doesn't answer or declines the call, you're reconnected with the original caller on Line 1. The caller is taken off hold and the conversation continues as before.

Warm transfers are recommended for most situations because the receiving agent has context before speaking with the caller. This creates a better experience than cold transfers, where the caller has to re-explain their issue.

Cold transfer

A cold transfer sends the caller directly to the destination without introduction. The transferring agent drops off the call immediately.

How it works

  1. During an active call, select Transfer from the call controls.

  2. The transfer panel opens. Enter a phone number, extension, or select a destination from the directory.

  3. Select Cold Transfer to complete the transfer immediately.

The caller is connected to the destination and you're disconnected from the call.

Transfer destinations

Both warm and cold transfers support these destinations:

  • Agent -- transfer to another agent by extension or by selecting from the agent directory

  • Queue -- transfer to a queue (the caller enters the queue and waits for an available agent)

  • External number -- transfer to any external phone number

Class of Service restrictions apply to transfer destinations on Line 2. If your CoS blocks the destination number, the transfer is not allowed and no override can be requested for Line 2. See Class of Service for details.

Transferring from the agent panel

When you're on an active call, the agent status panel shows action buttons on each available agent:

  • Transfer icon (arrow) -- cold transfer the current call to that agent

  • Conference icon (group) -- add that agent to the current call as a conference participant

Conferencing

Conferencing adds a third party to an active call so all participants can speak together.

Adding a participant

  1. During an active call, select Conference from the call controls.

  2. The conference panel opens. Enter a phone number, extension, or select an agent from the directory.

  3. Select Dial to call the third party.

  4. When they answer, all parties are connected in a three-way call.

Managing participants

During a conference, select Participants from the call controls to see a list of everyone on the call. For each participant, you can:

  • Hold / Resume -- place an individual participant on hold without affecting other participants

  • Mute / Unmute -- mute a specific participant

  • Hang Up -- remove a specific participant from the conference

Each participant's entry shows their caller ID and their role label (e.g., "Supervisor (Barge)" or "Supervisor (Coach)").

Supervisor capabilities

Supervisors and admins can join active calls for monitoring, coaching, and intervention. These actions are initiated from the queue monitoring dashboard by right-clicking on an agent who is currently on a call.

Barge (muted)

Join the call in listen-only mode. Neither the agent nor the caller can hear you. Use this for silent call monitoring and quality assurance.

The agent's participant list shows you as "Supervisor (Barge)" so they know a supervisor is listening.

Barge (unmuted)

Join the call as an active participant. All parties -- agent, caller, and supervisor -- can hear each other. Use this when you need to intervene directly in a conversation.

Coach (whisper)

Open a private audio channel to the agent. You can speak to the agent, but the caller cannot hear you. Use this to guide agents through difficult calls, suggest responses, or provide information in real time.

The agent's participant list shows you as "Supervisor (Coach)."

AI coaching

In addition to supervisor coaching, queues can be configured with an AI coach agent that provides automated real-time suggestions during calls. When AI coaching is active:

  1. Select AI Coach from the call controls during an active call.

  2. Select the AI agent from the dropdown (if multiple are available).

  3. Select Start Coaching.

  4. The AI listens to the conversation and provides suggestions in a coaching feed panel. Suggestions appear as text that only the agent can see.

  5. Select Stop to end the coaching session.

AI coaching is configured at the queue level. See Call queues and AI voice agents for setup details.

Barge, coach, and AI coach all require Supervisor or Admin permissions. Standard Users cannot access these features.

Agent directory

When transferring or conferencing, the Directory button opens an alphabetical list of all agents in the system. A sidebar lets you jump to a specific letter for quick navigation. Select an agent from the directory to populate the transfer or conference dial field with their extension.

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