webex contact center · published
What a transferred call leaves behind across Cisco products
Verified 2026-09-15 · 52 claims · sources tier 2 · 1 disputed
Also known as Built-in-Bridge, Direct transfer, contextual transfers, reserved state, transfer gap.
Disputed claims: 1 claim below carries conflicting evidence.
A call transferred to an Entry Point Directory Number stays part of the existing interaction, and reporting and call records continue to use the same interaction ID 52. In the field, the corpus documents what survives a transfer across 4 topics: this one for the records, the reports, and the desktop behaviour; a recording artefacts topic for the recording, the transcript, and the summary; a consult artefacts topic for what a consult leaves on the Webex Calling side; and a workforce optimisation integration topic for what a transferred interaction becomes outside the contact centre 48.
Transfer flow and reporting records
The Blind Transfer activity cannot carry flow variables to the destination because the destination flow is not executed 51.
Within reporting, the Customer Session Record carries separate counters for agent to entry point, agent to queue, blind, entry point to entry point, entry point to queue, post-consult transfer, and transfer in to entry point, and 5 of the 7 appear in no other record type 32.
Webex Calling AI Receptionist
The AI Receptionist administrative reference never states what a transfer destination receives 47. No summary, transcript, screen pop, or context is described as being handed over 47.
Webex App Contact Center integration
The article titled Webex App Contact Center integration covers Cisco Unified Contact Center Enterprise and Express with Finesse, and its recording mechanism is Built-in-Bridge, not Webex Contact Center cloud recording 5049.
See also
- See also What a transfer does to a recording a transcript and a summary.
- See also What a consult produces in Webex Calling.
- See also Webex Calling AI Receptionist.
Applicability
Across the claims in this article, the evidence covers Cisco Webex Contact Center, Cisco Webex Calling AI Receptionist, Cisco Unified Contact Center Enterprise, and Cisco Unified Contact Center Express, verified as of 2026-09-15. The deployment model is not covered by any claim in this article.
What remains uncertain
Whether a consult produces a shared summary in Customer Assist is not covered by any claim in this article.
The Record a call article that names the org setting behind the reserved state is not covered by any claim in this article.
What artefacts survive a transfer across a product boundary is not covered by any claim in this article.
AI Receptionist recording retention is not covered by any claim in this article.
Whether the identically named InteractionID variables in Calling and Contact Center share a space is not covered by any claim in this article.
Which region stores the 24-hour shared transfer summary is not covered by any claim in this article.
See also
Distinct from
- Customer Assist and Call Queue in Webex Calling and the missing Contact Center comparison — The two products answer the transfer recording question in opposite ways
Governed by
- Flow level override of contact centre recording policy — Whether a transfer artefact exists at all is decided by the recording policy layers
Parent of
- What a transfer does to a recording a transcript and a summary — The recording transcript and summary artefacts split out from this hub
Related to
- CUCM CDR and CMR field referencestub — The Unified CM side of what a transfer leaves behind in records
- How Webex WFO records a Webex Contact Center interaction — What a transferred interaction becomes outside the contact centre
- Webex Calling AI Receptionist — An AI Receptionist transfer is the least documented handoff in the source set
- Webex Contact Center recording and contact data retention — The Contact Center retention policy governs the artefacts a transfer leaves
- What Cisco AI voice features retain of call audio and transcripts — The shared summary and the post call summary carry their own lifetimes
- What a consult produces in Webex Calling — What a consult leaves behind on the Webex Calling side
Referenced by
- What a consult produces in Webex Calling — The Webex Calling side of the same question with different answers
- The Queue Record and what a queue counts at a transfer — Seven transfer counters that deliberately exclude one another
- What the Webex Calling detailed call history records — What a transfer leaves in the Webex Calling records
- What Cisco AI voice features retain of call audio and transcripts — What survives a transferred call
- What a transfer does to a recording a transcript and a summary — The recording transcript and summary half split out at the claim ceiling
- Agent and supervisor recording controls in Webex Contact Center — The controls stop working exactly where a warm transfer begins
- CUCM CDR and CMR field referencestub — A complex call writes a set of records on the on-premises side too
- Finding playing and deleting a Webex Contact Center recording — An administrator sees a transferred call as one entry
- How Webex WFO records a Webex Contact Center interaction — Where a transferred interaction goes outside the contact centre
- Records and fields that represent a consult or a transfer — Whether a consult leaves a record and what joins the legs
- The Analyzer record model — A transfer is fields and a record boundary and never a row
- The Start Media Stream activity and what feeds on it — The stream does not work on the consult leg
- The Webex Calling Attendant Console — A product whose purpose is transferring calls
- Webex Calling call park — A hold-and-retrieve hand-off documented apart from every transfer mechanism
- What a supervisor can do and what is recorded of it — Monitoring ends when the call is transferred
- What an agent can do on a call and what the desktop withdraws — A failed blind transfer drops the call
- What an event flow can do — A contact can be re-routed without a transfer activity
- What the Analyzer stock reports publish — No report has a transfer as its row unit
Claims
| # | Claim | Status | Confidence | Verified |
|---|---|---|---|---|
| 1 | The agent states article never uses the word transfer and names no transfer state; it defines consult-specific call control states instead, among them Consult Requested, Consulting, Consult on Hold and Conference. Understand agent states · Whole article; call control state material | fact | 0.90 | 2026-09-05 |
| 2 | A conference a transfer a forwarded call or a call through a gateway each produces a set of records written at the end of the call rather than a single record. Call Detail Records Administration Guide for Cisco Unified Communications Manager Release 12.5(1), Call Information Record Types · Call Information Record Types | fact | 0.90 | 2026-09-15 |
| 3 | A transferred call in Unified CM generates three call detail records: one for the original call, one for the consultation call, and one for the final transferred call. Call Detail Records Administration Guide for Cisco Unified Communications Manager Release 12.5(1), complete book, Internet Archive capture of 2025-03-23 · Call Detail Records chapter, Transferred Calls, page 124 | fact | 0.90 | 2026-09-15 |
| 4 | A blind transfer and a consultation transfer are distinguished in the record set by the consultation record's duration: it is 0 for a blind transfer and non-zero for a consultation transfer, while every other marker on the three records is identical. Call Detail Records Administration Guide for Cisco Unified Communications Manager Release 12.5(1), complete book, Internet Archive capture of 2025-03-23 · Call Detail Records chapter, Transferred Calls, the four worked example tables on pages 124 to 126 | field-pattern | 0.90 | 2026-09-15 |
| 5 | Grouping a transfer's records on the global call identifier collects two of the three: in all four worked examples the original and the final transferred record share one global call identifier and the consultation record carries a different one. Call Detail Records Administration Guide for Cisco Unified Communications Manager Release 12.5(1), complete book, Internet Archive capture of 2025-03-23 · Call Detail Records chapter, Transferred Calls, the four worked example tables on pages 124 to 126 | field-pattern | 0.90 | 2026-09-15 |
| 6 | The Cisco-specific code 393216, hexadecimal 0x60000, is call split and the table records that it was formerly 126; it is set when a call terminates during a transfer because it was split off and was not part of the final transferred call. Call Detail Records Administration Guide for Cisco Unified Communications Manager Release 12.5(1), complete book, Internet Archive capture of 2025-03-23 · Call Detail Records chapter, Table 13 Cisco-Specific Call Termination Cause Codes | fact | 0.90 | 2026-09-15 |
| 7 | Cisco's most explicit outbound-data warning names 5 categories of information not to place in SIP headers, and it is scoped to the smallest payload the platform sends. Build and manage flows with Flow Designer · Blind Transfer step 4; repeated verbatim in Bridged Transfer step 6 | fact | 0.90 | 2026-09-05 |
| 8 | Outgoing SIP headers in Webex Contact Center's Flow Designer are capped at 20 headers per INVITE. Build and manage flows with Flow Designer · Blind Transfer step 4; repeated verbatim in Bridged Transfer step 6 | fact | 0.90 | 2026-09-05 |
| 9 | The array naming the agents who handled a task cannot be mapped into Webex WFO as custom metadata because lists and arrays are not supported. Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM · Integration guide, unsupported arrays | fact | 0.90 | 2026-09-15 |
| 10 | Webex WFO creates a separate contact for each agent who handles a call and gives every derivative leg the same associated contact identifier. Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM · Integration guide, Associated contact ID and Complex call event types | fact | 0.90 | 2026-09-15 |
| 11 | The associated contact identifier is consistent across every leg of a voice call and across every leg of a text conversation and differs between the 2 for one customer journey. Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM · Integration guide, chat and SMS limitations | fact | 0.90 | 2026-09-15 |
| 12 | The integration segments a call differently for each of 6 named shapes: a transfer produces one contact per transfer a conference produces 2 a consult produces 2 with different spans a park ends one contact and starts another and cold and warm describe both transfers and conferences. Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM · Integration guide, Complex call event types | fact | 0.90 | 2026-09-15 |
| 13 | If a chat or text conversation is transferred to a third-party organisation Webex WFO holds only the portion before the transfer. Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM · Integration guide, chat and SMS limitations | fact | 0.90 | 2026-09-15 |
| 14 | The console names 5 transfer actions: blind transfer attended transfer fast transfer one-click transfer and transfer to voicemail. Get started with the Attendant Console · Get started with the Attendant Console, transfer actions | fact | 0.90 | 2026-09-15 |
| 15 | A blind transfer to an agent who does not accept it drops the call, where an unanswered inbound call returns to the queue. Manage your calls in Agent Desktop · Manage your calls in Agent Desktop, Transfer a call, Agent option | fact | 0.90 | 2026-09-05 |
| 16 | The child contact identifier does not appear in the Customer Session Record. Cisco Webex Contact Center Analyzer User Guide · Customer Session Record field list | fact | 0.90 | 2026-09-05 |
| 17 | The contact session identifier appears in the Customer Session Record, the Customer Activity Record, the Agent Activity Record and the Queue Record, and not in the Agent Session Record. Cisco Webex Contact Center Analyzer User Guide · Field lists of the 5 record types | fact | 0.90 | 2026-09-05 |
| 18 | No record type represents a transfer, a conference or a handoff as a row of its own. Cisco Webex Contact Center Analyzer User Guide · Types of Records table and the 5 field lists | fact | 0.90 | 2026-09-05 |
| 19 | The second-agent and destination-queue transfer fields appear only in the Customer Activity Record and the Queue Record, never on a session record. Cisco Webex Contact Center Analyzer User Guide · Field lists of the 5 record types | fact | 0.90 | 2026-09-05 |
| 20 | A consultative transfer is carried in the related reason field by its own value, and a blind transfer surfaces only as deflection, a value it shares with auto-attendant transfer and call centre exit. Reports for Your Cloud Collaboration Portfolio · Detailed call history field reference, related reason | fact | 0.90 | 2026-09-05 |
| 21 | The child contact identifier is the field that represents a consult to an entry point or dial number, and the value list for its accompanying child contact type is never published. Cisco Webex Contact Center Analyzer User Guide · Record types appendix, child contact fields | fact | 0.90 | 2026-09-05 |
| 22 | Webex Calling call detail records carry a field named WxCC consult merge status, which specifies whether Webex Contact Center performed a transfer or conference on a consultative call; a value of No means the leg was started as an agent's consult and was never merged into the customer call. Reports for Your Cloud Collaboration Portfolio · Webex Calling call detail records field reference, WxCC consult merge status | fact | 0.90 | 2026-09-05 |
| 23 | The correlation identifier is unchanged across all 4 call detail records of Cisco's blind transfer example. Reports for Your Cloud Collaboration Portfolio · Detailed call history field reference, blind transfer worked example | fact | 0.90 | 2026-09-05 |
| 24 | The Customer Session Record does not split on a consult: after the agent completes the transfer and wraps up, the record continues updating until either the customer or the consulted party disconnects. Cisco Webex Contact Center Analyzer User Guide · Record types appendix, consult operations passage | fact | 0.90 | 2026-09-05 |
| 25 | The interaction identifier is mutable during a call and may fail to propagate when an agent already holds several answered calls. Reports for Your Cloud Collaboration Portfolio · Detailed call history field reference, interaction identifier | fact | 0.90 | 2026-09-05 |
| 26 | Cisco describes the interaction identifier shared across products as a service-interaction correlation mechanism and not a universal call-chain identifier. Reports for Your Cloud Collaboration Portfolio · Webex Calling call detail records field reference, interaction identifier | fact | 0.90 | 2026-09-05 |
| 27 | Four different identifiers join the parts of a transferred call: a contact session identifier inside Webex Contact Center, a child contact identifier for a consult to an entry point or dial number, a correlation identifier within Webex Calling, and a transfer related call identifier across a transfer. Cisco Webex Contact Center Analyzer User Guide · Record types appendix and the Webex Calling call detail records field reference | fact | 0.90 | 2026-09-05 |
| 28 | Webex Contact Center generates a new Queue Record for consult activities, tracking metrics such as consult count and duration, and the record remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends. Cisco Webex Contact Center Analyzer User Guide · Record types appendix, Queue Record | fact | 0.90 | 2026-09-05 |
| 29 | The redirecting number and redirecting party identifier give the last redirector and the original called party identifier gives the first; no field gives an intermediate one. Reports for Your Cloud Collaboration Portfolio · Detailed call history field reference, redirection fields | fact | 0.90 | 2026-09-05 |
| 30 | The transfer related call identifier points at the other leg's local call identifier and is populated on only 2 of the 4 call detail records in Cisco's blind transfer example. Reports for Your Cloud Collaboration Portfolio · Detailed call history field reference and the blind transfer worked example | fact | 0.90 | 2026-09-05 |
| 31 | The Customer Assist reports define consultative transfer count as transfers to another party after consult and blind transfer count as transfers to another party without consult, making the presence of a consultation the whole of the distinction. Webex Calling Customer Assist · Customer Assist reports, transfer count measures | fact | 0.90 | 2026-09-15 |
| 32 | The Customer Session Record carries separate counters for agent to entry point, agent to queue, blind, entry point to entry point, entry point to queue, post-consult transfer and transfer in to entry point, and 5 of the 7 appear in no other record type. Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table, transfer rows | fact | 0.90 | 2026-09-05 |
| 33 | During a consult the customer call is put on hold automatically, and the 2 legs can never both be on hold at once. Manage your calls in Agent Desktop · Hold and resume a call, step 2 note | fact | 0.90 | 2026-09-05 |
| 34 | After a transfer only the destination agent sees the interaction in their interaction history, and it shows the start time of the original interaction. View your interaction history · Transfer behaviour statement | fact | 0.90 | 2026-09-05 |
| 35 | Interaction History can be filtered by agent, site, queue, team, wrap-up code, interaction identifier, calling number, dialled number, transfers, and whether the interaction has a recording. Manage Interaction History · Key Capabilities, Advanced Filtering | fact | 0.90 | 2026-09-05 |
| 36 | An interaction is presented as one complete record covering the full lifecycle of a voice call, including consults, transfers and conferences within a single entry. Manage Interaction History · Key Capabilities, Unified Interaction View | fact | 0.90 | 2026-09-05 |
| 37 | Blind transfer carries 3 incompatible definitions across the agent details report, the customer session record report and the queue reports. Cisco Webex Contact Center Analyzer User Guide · Agent details, customer session record and queue report parameter tables | disputed | 0.60 | 2026-09-05 |
| 38 | No stock report has a transfer as its row unit, and the only report whose stated subject is a conversation moving between Webex Contact Center and Webex Calling is the unified call summary. Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter, all 91 reports | fact | 0.90 | 2026-09-05 |
| 39 | No stock report has a transfer a consult a conference or a handoff in its name and 1 of the 91 descriptions mentions a transfer. Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, the 91 report names and descriptions | fact | 0.90 | 2026-09-15 |
| 40 | The queue-based reports exclude call legs whose leg type is conference. Cisco Webex Contact Center Analyzer User Guide · Queue-based reports, scope note | fact | 0.90 | 2026-09-05 |
| 41 | The unified call summary drill-down publishes a transfer related call identifier, described as linking a call detail record segment to a related transfer event and used to reconstruct the full call chain. Cisco Webex Contact Center Analyzer User Guide · Unified call summary drill-down | fact | 0.90 | 2026-09-05 |
| 42 | Blind transfer and consult transfer are named as transfer types in one place, the agent outdial statistics drill-down. Cisco Webex Contact Center Analyzer User Guide · Agent outdial statistics drill-down | fact | 0.90 | 2026-09-05 |
| 43 | The report with plainly named transfer columns sits in the transition folder built for customers moving from the express contact centre product. Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, Agent Call Summary Report | fact | 0.90 | 2026-09-15 |
| 44 | A supervisor cannot begin a barge while the agent is in a consultation, and a supervisor already barged in is placed on hold and resumes automatically once the consultation ends. Monitor agents on a call · Monitor agents on a call, barge in step, consultation bullet | fact | 0.90 | 2026-09-05 |
| 45 | A supervisor who has barged in cannot transfer the call, drop the agent, consult or conference. Monitor agents on a call · Monitor agents on a call, barge in step | fact | 0.90 | 2026-09-05 |
| 46 | If the agent transfers the call to a different team or queue, the monitoring session ends and an error message is displayed. Monitor agents on a call · Monitor agents on a call, barge in step, transfer bullet | fact | 0.90 | 2026-09-05 |
| 47 | The AI Receptionist administrative reference never states what a transfer destination receives; no summary, transcript, screen pop or context is described as being handed over. AI Receptionist in Webex Calling · Whole article, specifically the intent-transfer sections and Manage AI Receptionist | fact | 0.90 | 2026-09-05 |
| 48 | The corpus documents what survives a transfer across 4 topics: this one for the records the reports and the desktop behaviour, a recording artefacts topic for the recording the transcript and the summary, a consult artefacts topic for what a consult leaves on the Webex Calling side, and a workforce optimisation integration topic for what a transferred interaction becomes outside the contact centre. Cisco Webex Contact Center Analyzer User Guide · The corpus's own topic registry after the tranche 025 split | field-pattern | 0.90 | 2026-09-15 |
| 49 | The article titled Webex App Contact Center integration covers Cisco Unified Contact Center Enterprise and Express with Finesse, and its recording mechanism is Built-in-Bridge, not Webex Contact Center cloud recording. Webex App | Contact Center integration · Opening paragraph and supported-features bullet list | fact | 0.90 | 2026-09-05 |
| 50 | The article titled Webex App Contact Center integration covers Cisco Unified Contact Center Enterprise and Express with Finesse, and its recording mechanism is Built-in-Bridge, not Webex Contact Center cloud recording. Webex App | Contact Center integration · Opening paragraph and supported-features bullet list | fact | 0.90 | 2026-09-05 |
| 51 | The Blind Transfer activity cannot carry flow variables to the destination, because the destination flow is not executed. Build and manage flows with Flow Designer · Blind Transfer, second and third paragraphs | fact | 0.90 | 2026-09-05 |
| 52 | A call transferred to an Entry Point Directory Number stays part of the existing interaction, and reporting and call records continue to use the same interaction ID. Build and manage flows with Flow Designer · NewContact.DNIS section, final paragraph before NewContact.InteractionID | fact | 0.90 | 2026-09-05 |
Sources
tier 2 current vendor documentation
AI Receptionist in Webex Calling
tier 2 current vendor documentation
Build and manage flows with Flow Designer
tier 2 current vendor documentation
Call Detail Records Administration Guide for Cisco Unified Communications Manager Release 12.5(1), Call Information Record Types
tier 2 current vendor documentation
Call Detail Records Administration Guide for Cisco Unified Communications Manager Release 12.5(1), complete book, Internet Archive capture of 2025-03-23
tier 2 current vendor documentation
Cisco Webex Contact Center Analyzer User Guide
tier 2 current vendor documentation
Get started with the Attendant Console
tier 2 current vendor documentation
Manage Interaction History
tier 2 current vendor documentation
Manage your calls in Agent Desktop
tier 2 current vendor documentation
Monitor agents on a call
tier 2 current vendor documentation
Reports for Your Cloud Collaboration Portfolio
tier 2 current vendor documentation
Understand agent states
tier 2 current vendor documentation
View your interaction history
tier 2 current vendor documentation
Webex App | Contact Center integration
tier 2 current vendor documentation
Webex Calling Customer Assist
tier 2 current vendor documentation
Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM
Cite this page
APA
WarmTransfer. (2026, September 15). What a transferred call leaves behind across Cisco products. WarmTransfer. https://warmtransfer.net/knowledge/webex-transfer-artefacts
BibTeX
@misc{warmtransfer-webex-transfer-artefacts,
title = {What a transferred call leaves behind across Cisco products},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/webex-transfer-artefacts},
note = {Verified 2026-09-15}
}