# What a transfer does to a recording a transcript and a summary

Canonical: https://warmtransfer.net/knowledge/webex-transfer-recording-artefacts

Last verified: 2026-09-15

Call transfers change how recordings, transcripts, and AI-generated summaries are captured and retained across platform legs[^24][^16]. The resulting artefacts depend on the platform architecture, queue recording rules, and specific retention clocks assigned to each output type[^28][^21].

## Webex Contact Center recording behavior

On the Next Generation media platform, consult calls initiated during an already-recorded active call are recorded automatically, with no separate configuration[^24]. These consult call recordings appear in the Recording Management portal under the same interaction as the parent call[^25].

During an Entry Point to Dial Number call, Webex Contact Center records the consult and the conference but not the transfer of the child call to another Entry Point Dial Number[^26]. 

Transfer behavior varies depending on queue settings and agent state:
- During a blind transfer, the receiving agent briefly enters a reserved state, and whether recording continues or stops at that point depends on settings configured at organization level[^23].
- For a blind transfer to another entry point or queue, what is recorded depends on the recording settings of both the originating and destination queue; if only 1 queue is recorded, only that queue's conversation is recorded[^28].
- If the gap between the legs of a blind transfer is captured, it may appear in the recording as silence[^27].

## Webex Calling Customer Assist and AI Receptionist

Webex Calling Customer Assist does not support recordings that include consults or transfers, and does not record calls transferred out of the queue[^17]. However, Cisco names contextual transfers as a Customer Assist feature that gives the receiving agent or participant the caller intent and an automated summary before they join the call[^16]. Sources disagree on transfer support in summarization: while Customer Assist does not support recordings that include transfers, the same Customer Assist article states that AI Assistant in Webex Calling supports summaries for 7 named call flows including call transfer and conference[^17][^22].

Artefact lifecycles follow distinct retention clocks:
- Shared summaries for transferred or conference calls in Customer Assist are stored for 24 hours and then deleted[^20].
- A transferred or conference call in Customer Assist also leaves a separate post-call summary retained for 365 days, on a different clock from the 24-hour shared summary[^21].
- Customer Assist retains queue recordings for 360 days by default and stores post-call summaries, action items, and transcripts for 365 days[^18].
- The Customer Assist article does not state an administrator-configurable range for the 360-day default retention period on queue recordings[^19].
- Separately, AI Receptionist call transcripts are available for up to 90 days, only to full administrators, and only for troubleshooting[^15].

## See also

See also [What a transferred call leaves behind across Cisco products](https://warmtransfer.net/knowledge/webex-transfer-artefacts).

## Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Calling Customer Assist, and Cisco Webex Calling AI Receptionist. Sources checked 2026-09-05.

## What remains uncertain

- What organization level means for a Webex Contact Center recording setting is not covered by the sources below.
- Whether the 360-day queue recording retention default is administrator-configurable is not covered by the sources below, though the Customer Assist article does not state an administrator-configurable range[^19].
- Why consult is absent from the call flows the summarizer supports is not covered by the sources below.
- Whether silence captured in a transfer gap is distinguishable from silence on the line is not covered by the sources below.

## Sources

[^1]: The flow-level precedence covers only the decision whether to record; Continue On Transfer, Pause Resume Enabled and Pause Duration continue to follow the tenant, queue and recording schedule hierarchy. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Recording Control, paragraph after the scenario list. Checked 2026-09-05.
[^2]: Automatic pause and resume is unavailable in this integration because the media signal that would drive it does not pass through Webex WFO. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, pause and resume. Checked 2026-09-15.
[^3]: During a consultation Webex Contact Center records the customer only and not the agents while during a conference it records both the customer and the agents. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, appendix for version 1.0. Checked 2026-09-15.
[^4]: A hold or pause is rendered into the artefacts rather than flagged: Webex WFO inserts silence into the audio recording and a blank screen into the screen recording. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, pause and resume handling. Checked 2026-09-15.
[^5]: Screen recording is supported for the first agent in a call and is not supported for transferred call legs. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, screen recording note. Checked 2026-09-15.
[^6]: The consultation portion of a warm transfer or conference is included in contact recordings (disputed). Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, Complex call event types, Warm. Checked 2026-09-15.
[^7]: Cisco AI Assistant supports summaries for 7 named call flows and consult is not among them, while the article's own troubleshooting entry tells a reader whose summary is missing to check whether the call flow is supported. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Use Cisco AI Assistant with Customer Assist, Limitations and privacy notes, second bullet; troubleshooting list. Checked 2026-09-05.
[^8]: Call direction is fixed at call start for the recorded user and does not change when a transfer changes that user's call role, while call source is based on the actual remote party and can be rechecked when the remote party changes. Source: [Manage call recording for Webex Calling](https://help.webex.com/en-us/article/ilga4/Manage-call-recording-for-Webex-Calling), Call recording behavior, fifth bullet. Checked 2026-09-05.
[^9]: Recording and Cisco AI Assistant summarisation in Webex Calling are separate pipelines, on the evidence of 4 independent divergences in retention, administrative surface, access and timing (inferred). Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Edit queue recordings step 10 and Manage queue recordings Limitations, against Use Cisco AI Assistant with Customer Assist Limitations and privacy notes and During the call. Checked 2026-09-05.
[^10]: The setting that produces summaries and action items sits on the call recording configuration and is available only for Webex recordings, so an organisation recording through a third-party provider gets a transcript toggle and no summary. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Customer Assist call recording configuration, Generate Summary and Action Items. Checked 2026-09-15.
[^11]: On the Next Generation media platform a consult started during a recorded call is recorded automatically, and the agent has no recording control over that leg (inferred). Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Note block preceding Create a call recording schedule, bullet 4. Checked 2026-09-05.
[^12]: No source in the corpus defines what organization level means for a Webex Contact Center recording setting, and no source names the setting that decides whether recording continues through the reserved state of a blind transfer. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Note block preceding Create a call recording schedule; searched across the Flow Designer, recording schedules and agent states articles. Checked 2026-09-05.
[^13]: Cisco states that the Pause Recording and Resume Recording features do not work during conference and consult calls. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Record a call, note block preceding Before you begin. Checked 2026-09-05.
[^14]: Cisco states that media streaming does not work on the consult leg, giving consult and transfer calls as the examples. Source: [Enabling media streaming for specific queues](https://help.webex.com/en-us/article/n5jhgdi/Enabling-media-streaming-for-specific-queues), Opening paragraph, second sentence. Checked 2026-09-05.
[^15]: AI Receptionist call transcripts are available for up to 90 days, only to full administrators, and only for troubleshooting. Source: [AI Receptionist in Webex Calling](https://help.webex.com/en-us/article/4chov0/AI-Receptionist-in-Webex-Calling), Language support section, closing note. Checked 2026-09-05.
[^16]: Cisco names contextual transfers as a Customer Assist feature that gives the receiving agent or participant the caller intent and an automated summary before they join the call. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Use Cisco AI Assistant with Customer Assist, Key features include, second bullet; Agent experience during the call. Checked 2026-09-05.
[^17]: Webex Calling Customer Assist does not support recordings that include consults or transfers, and does not record calls transferred out of the queue (disputed). Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Manage queue recordings > Limitations. Checked 2026-09-05.
[^18]: Customer Assist retains queue recordings for 360 days by default and stores post-call summaries, action items and transcripts for 365 days. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Manage queue recordings > Retention policy and storage; Limitations and privacy notes, bullet 4. Checked 2026-09-05.
[^19]: The Customer Assist article does not state an administrator-configurable range for the 360-day default retention period on queue recordings. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Manage queue recordings > Retention policy and storage; Limitations and privacy notes, bullet 4. Checked 2026-09-05.
[^20]: Shared summaries for transferred or conference calls in Customer Assist are stored for 24 hours and then deleted. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Use Cisco AI Assistant with Customer Assist > Limitations and privacy notes, bullet 5. Checked 2026-09-05.
[^21]: A transferred or conference call in Customer Assist also leaves a separate post-call summary retained for 365 days, on a different clock from the 24-hour shared summary. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Use Cisco AI Assistant with Customer Assist > Limitations and privacy notes, bullet 5. Checked 2026-09-05.
[^22]: The same Customer Assist article states that AI Assistant in Webex Calling supports summaries for 7 named call flows including call transfer and conference (disputed). Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), Use Cisco AI Assistant with Customer Assist > Limitations and privacy notes, bullet 2. Checked 2026-09-05.
[^23]: During a blind transfer the receiving agent briefly enters a reserved state, and whether recording continues or stops at that point depends on settings configured at organization level. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Note block, bullet 3, nested sub-bullet 1. Checked 2026-09-05.
[^24]: On the Next Generation media platform, consult calls initiated during an already-recorded active call are recorded automatically, with no separate configuration. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Note block preceding Create a call recording schedule, bullet 4. Checked 2026-09-05.
[^25]: Consult call recordings appear in the Recording Management portal under the same interaction as the parent call. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Note block preceding Create a call recording schedule, bullet 4, second sentence. Checked 2026-09-05.
[^26]: During an Entry Point to Dial Number call, Webex Contact Center records the consult and the conference but not the transfer of the child call to another Entry Point Dial Number. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Note block, bullet 3, nested sub-bullet 2. Checked 2026-09-05.
[^27]: If the gap between the legs of a blind transfer is captured, it may appear in the recording as silence. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Note block, bullet 5, fourth sentence. Checked 2026-09-05.
[^28]: For a blind transfer to another entry point or queue, what is recorded depends on the recording settings of both the originating and the destination queue; if only one queue is recorded, only that queue's conversation is recorded. Source: [Manage call recording schedules](https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules), Note block, bullet 5. Checked 2026-09-05.