What a transferred call leaves behind across Cisco products

See also

Sources

1. 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 · Checked 2026-09-05
2. 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 · Checked 2026-09-15
3. 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 · Checked 2026-09-15
4. 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.field report

   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 · Checked 2026-09-15
5. 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.field report

   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 · Checked 2026-09-15
6. 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 · Checked 2026-09-15
7. 7
   Consult transfer and blind transfer require no separate configuration on Unified CM: the same Transfer control produces both and the difference is only whether the transferring party presses it the second time before or after the target answers.

   Feature Configuration Guide for Cisco Unified Communications Manager Release 11.0(1), complete book, Internet Archive capture · Feature Configuration Guide 11.0(1), Call Transfer Overview, page 495 · Checked 2026-09-15
8. 8
   Direct Transfer joins two already established calls into one and drops the initiator, and it neither initiates a consultation call nor puts the active call on hold.

   Feature Configuration Guide for Cisco Unified Communications Manager Release 11.0(1), complete book, Internet Archive capture · Feature Configuration Guide 11.0(1), Call Transfer Overview, pages 495 to 496 · Checked 2026-09-15
9. 9
   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 · Checked 2026-09-05
10. 10
    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 · Checked 2026-09-05
11. 11
    The recipient of an offer for a held stream should not automatically answer with the corresponding stream held, and RFC 3264 gives the reason: certain third party call control scenarios do not work when an answerer responds to held SDP with held SDP.

    RFC 3264 — An Offer/Answer Model with the Session Description Protocol (SDP) · RFC 3264 section 8.4 Putting a Unicast Media Stream on Hold · Checked 2026-09-15
12. 12
    Hold is applied per stream and per direction: a sendrecv stream is held by marking it sendonly and a recvonly stream by marking it inactive, so a call with several streams can be half held.

    RFC 3264 — An Offer/Answer Model with the Session Description Protocol (SDP) · RFC 3264 section 8.4 Putting a Unicast Media Stream on Hold · Checked 2026-09-15
13. 13
    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 · Checked 2026-09-15
14. 14
    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 · Checked 2026-09-15
15. 15
    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 · Checked 2026-09-15
16. 16
    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 · Checked 2026-09-15
17. 17
    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 · Checked 2026-09-15
18. 18
    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 · Checked 2026-09-15
19. 19
    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 · Checked 2026-09-05
20. 20
    The child contact identifier does not appear in the Customer Session Record.

    Cisco Webex Contact Center Analyzer User Guide · Customer Session Record field list · Checked 2026-09-05
21. 21
    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 · Checked 2026-09-05
22. 22
    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 · Checked 2026-09-05
23. 23
    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 · Checked 2026-09-05
24. 24
    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 · Checked 2026-09-05
25. 25
    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 · Checked 2026-09-05
26. 26
    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 · Checked 2026-09-05
27. 27
    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 · Checked 2026-09-05
28. 28
    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 · Checked 2026-09-05
29. 29
    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 · Checked 2026-09-05
30. 30
    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 · Checked 2026-09-05
31. 31
    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 · Checked 2026-09-05
32. 32
    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 · Checked 2026-09-05
33. 33
    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 · Checked 2026-09-05
34. 34
    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 · Checked 2026-09-05
35. 35
    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.disputed

    Webex Calling Customer Assist · Customer Assist reports, transfer count measures · Checked 2026-09-15
36. 36
    The call queue article documents no record artefact: the words recording, call detail record and call history do not occur in it anywhere, so nothing states what a queue leg leaves behind.field report

    Configure Call Queue · Configure Call Queue, whole article · Checked 2026-09-15
37. 37
    The call queue article uses three different words for three different exits and defines each: a call is handled when the queue becomes full, bounced when the agent does not answer, and processed when the queue has no agents.field report

    Configure Call Queue · Configure Call Queue, Manage call queue policies · Checked 2026-09-15
38. 38
    A digital conversation is transferred to a team queue or to a skill queue, and the transfer node offers those two targets and no option to name an agent.field report

    Transfer conversation - WxEngage standalone · Transfer conversation node, Route to a Team queue and Route to a Skill queue · Checked 2026-09-15
39. 39
    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 · Checked 2026-09-05
40. 40
    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 · Checked 2026-09-05
41. 41
    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 · Checked 2026-09-05
42. 42
    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 · Checked 2026-09-05
43. 43
    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 · Checked 2026-09-05
44. 44
    The agent call summary report counts a call's details against the last agent to handle it, so a transferred call is attributed to the agent it was transferred to and not to the agent who answered it.

    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, Transition Reports, Agent Call Summary Report · Checked 2026-09-15
45. 45
    Blind transfer carries 3 incompatible definitions across the agent details report, the customer session record report and the queue reports.disputed

    Cisco Webex Contact Center Analyzer User Guide · Agent details, customer session record and queue report parameter tables · Checked 2026-09-05
46. 46
    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 · Checked 2026-09-05
47. 47
    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 · Checked 2026-09-15
48. 48
    The queue-based reports exclude call legs whose leg type is conference.

    Cisco Webex Contact Center Analyzer User Guide · Queue-based reports, scope note · Checked 2026-09-05
49. 49
    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 · Checked 2026-09-05
50. 50
    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 · Checked 2026-09-05
51. 51
    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 · Checked 2026-09-15
52. 52
    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 · Checked 2026-09-05
53. 53
    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 · Checked 2026-09-05
54. 54
    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 · Checked 2026-09-05
55. 55
    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 · Checked 2026-09-05
56. 56
    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.field report

    Cisco Webex Contact Center Analyzer User Guide · The corpus's own topic registry after the tranche 025 split · Checked 2026-09-15
57. 57
    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 · Checked 2026-09-05
58. 58
    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 · Checked 2026-09-05
59. 59
    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 · Checked 2026-09-05
60. 60
    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 · Checked 2026-09-05

Documents

Cite this page

WarmTransfer. (2026, September 15). What a transferred call leaves behind across Cisco products. WarmTransfer. https://warmtransfer.net/knowledge/webex-transfer-artefacts

@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}
}