Troubleshooting Webex Contact Center transfers and conferences

See also

Sources

1. 1
   An address book is created in Control Hub under Contact Center > Desktop Experience > Address Book, and its Parent Type sets whether it is available to all sites in the organization or to one specific site.

   The A-Z of Webex Contact Center APIs: Address Book · Paragraphs describing address book creation in Control Hub (Parent Type and Entries) · Checked 2026-09-30
2. 2
   Cisco advises disabling voicemail, call forwarding and call waiting on agent phone numbers or extensions: if they are enabled and the RONA timer is longer than the voicemail timer, calls may be routed to voicemail, and Webex Contact Center marks the call as connected because it cannot detect the forward.

   Manage your calls in Agent Desktop · Transfer a call > step 2 > final note ('Ensure that transfer features such as voicemail, call forwarding, and call waiting are disabled') · Checked 2026-09-30
3. 3
   The Agent drop-down list for transfer shows agents in the Available state, while the Agent drop-down list for consult shows agents in the Available and Idle states.

   Manage your calls in Agent Desktop · Transfer a call > step 2 > Agent; Initiate a consult > step 2 > Agent · Checked 2026-09-30
4. 4
   An administrator release note dated June 29, 2026 announces enhanced support for blind transfers to directory numbers mapped to entry points, removing earlier restrictions and producing a single interaction record for calls blind transferred to entry points.

   What's new for administrators in Webex Contact Center · June 29, 2026 > blind transfers to directory numbers (DNs) mapped to entry points · Checked 2026-09-30
5. 5
   Cisco documentation uses 'blind transfer' in two senses: the Agent Desktop article uses it for an agent transferring immediately to an agent or dial number without consulting, while the Analyzer Blind Transfer field and the Flow Designer activity describe a transfer to an external dial number through the IVR without agent intervention, so an agent-initiated immediate transfer may not be what the Analyzer Blind Transfer count measures.inferred

   Webex Contact Center Analyzer Stock Reports · Agent Details report > Blind Transfer (compared with cisco-help-mmcf7p-wxcc-agent-desktop-calls, Transfer a call > step 4) · Checked 2026-09-30
6. 6
   A capacity-based team has no specific agents assigned and distributes calls to a configured dial number; Cisco describes it as intended for voice mailboxes or agent groups that Webex Contact Center does not manage.

   Manage teams in Webex Contact Center · Team type definitions (Capacity Based) and Dial Number field · Checked 2026-09-30
7. 7
   A conference call does not end when an agent exits; it continues between the remaining participants and ends only when one participant is left.

   Manage your calls in Agent Desktop · Actions Each Conference Call Participant Can Perform > 'Customer Leaves the Call' and 'Agent Leaves the Call' · Checked 2026-09-30
8. 8
   When the primary agent clicks Conference, the customer is taken off hold and the agent, customer and consulted agent can communicate with each other.

   Manage your calls in Agent Desktop · Initiate a conference > step 1 · Checked 2026-09-30
9. 9
   Only the primary agent can remove the customer or another participant from an active voice conference; other agents in the conference cannot, and the feature does not apply to digital conferences.

   Manage your calls in Agent Desktop · Drop a participant from a conference call > introduction · Checked 2026-09-30
10. 10
    During a conference the Transfer button is replaced by Exit Conference; to hand over control the primary agent exits, and the participant who has been in the call the longest automatically assumes control.

    Manage your calls in Agent Desktop · Initiate a conference > step 2 note · Checked 2026-09-30
11. 11
    A conference call can have a maximum of eight participants, including the customer and the primary agent.

    Manage your calls in Agent Desktop · Initiate a conference > introduction · Checked 2026-09-30
12. 12
    Non-agent participants reached by dial number have no call controls such as consult, add participants or end conference.

    Manage your calls in Agent Desktop · Actions Each Conference Call Participant Can Perform > Non-agent Participants (Dial Number) · Checked 2026-09-30
13. 13
    If the customer exits a conference, the call enters the Post Call state: the remaining participants can keep talking, but no new participants can be added and no further hold, resume or consult can be made.

    Manage your calls in Agent Desktop · Actions Each Conference Call Participant Can Perform > Conferenced Agents (last bullet) and 'Post Call' · Checked 2026-09-30
14. 14
    Until the consulted agent accepts the consult call, the Transfer and Conference buttons are disabled for the initiating agent, while the Resume button is enabled even before acceptance.

    Manage your calls in Agent Desktop · Initiate a consult > step 4 > EP-DN consult bullet list · Checked 2026-09-30
15. 15
    The capacity-based team consult limitation applies both to direct consults and to consults initiated during an outbound call where the EP-DN destination is a capacity-based team.

    Manage your calls in Agent Desktop · Initiate a consult > introductory note before 'Before you begin', last sentence · Checked 2026-09-30
16. 16
    Consult calls to an entry point or dial number that is configured to route to a capacity-based team are not supported, and such attempts fail and may show an 'Unsupported destination' error.

    Manage your calls in Agent Desktop · Initiate a consult > introductory note before 'Before you begin' · Checked 2026-09-30
17. 17
    If the customer disconnects during a consult, the consult leg between the primary agent and the consulted party stays active and the primary agent is notified by a desktop notification that the customer has left.

    Manage your calls in Agent Desktop · Actions Each Consult Call Participant Can Perform > Primary Agent (last bullet) · Checked 2026-09-30
18. 18
    The Agent Desktop article states that an agent can initiate a consult with an entry point and lists Entry point as a selectable consult option.disputed

    Manage your calls in Agent Desktop · Initiate a consult > first sentence and step 2 'Entry point' option · Checked 2026-09-30
19. 19
    When consulting through a dial number mapped to an entry point, if the number the agent specifies does not match the EP-DN configured by the administrator, the consult is placed to the dial number rather than to the EP-DN.

    Manage your calls in Agent Desktop · Initiate a consult > step 4 > 'If a consult call is initiated through the dial number mapped to an entry point (EP-DN)' bullets 1-3 · Checked 2026-09-30
20. 20
    The Agent Desktop documentation names two reasons a consult call may fail: the entry point or dial number cannot be retrieved from the list, or an invalid entry point or dial number was entered; if the issue persists the agent is told to contact the administrator.

    Manage your calls in Agent Desktop · Initiate a consult > step 4 > bullet list following 'If a consult call is initiated through the dial number mapped to an entry point (EP-DN)' > 'Consult calls may fail due to the following reasons' · Checked 2026-09-30
21. 21
    A consult to an entry point whose flow reaches a Blind Transfer activity is a plausible cause of a failed consult, because Blind Transfer is documented as unsupported when the flow runs for a consult.inferred

    Understand Routing and Queueing in Webex Contact Center · Blind Transfer description · Checked 2026-09-30
22. 22
    By default the customer is put on hold when the primary agent consults another participant, unless other participants are already in a conference; when consulting a further participant during an ongoing conference the primary agent can decide whether to keep the customer off hold.

    Manage your calls in Agent Desktop · Actions Each Consult Call Participant Can Perform > Customer · Checked 2026-09-30
23. 23
    If the consulted agent does not answer the consult call or the agent's device is malfunctioning, the system changes the consulted agent's state to Idle.

    Manage your calls in Agent Desktop · Initiate a consult > step 4 > EP-DN consult bullet list · Checked 2026-09-30
24. 24
    If the consulted agent does not accept the consult call, the agent who initiated it receives a consult call failure message.

    Manage your calls in Agent Desktop · Initiate a consult > step 4 > EP-DN consult bullet list · Checked 2026-09-30
25. 25
    During a consult, when the primary agent clicks Resume the customer is taken off hold and the consulted agent is put on hold; consulted agents cannot resume a consult call themselves.

    Manage your calls in Agent Desktop · Initiate a consult > step 5; Actions Each Consult Call Participant Can Perform > Consulted Agent · Checked 2026-09-30
26. 26
    The Agent Desktop Consult Request dialog offers Agent, Queue, Dial Number, Organization and Entry point options as consult targets.

    Manage your calls in Agent Desktop · Initiate a consult > step 2 option list · Checked 2026-09-30
27. 27
    Cisco's 'Troubleshoot Webex Contact Center Agent Desktop' article covers system requirements and the information to collect for TAC (problem description, number of users affected, timestamp, environment, recent changes, business impact and organization ID) and gives no symptom-specific steps for transfer, consult or conference failures.

    Troubleshoot Webex Contact Center Agent Desktop · Whole article: requirements section and information-to-collect list · Checked 2026-09-30
28. 28
    The Dial Number field for transfer and consult supports three documented formats: US format (+ country code, area code, seven-digit number), E.164 (+ country code and number) and IDD (international direct dialing prefix, country code and number).

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Dial Number > 'The dial number supports the following formats' · Checked 2026-09-30
29. 29
    In both the Transfer Request and Consult Request dialogs, the Dial Number drop-down list displays the enterprise address book, with names listed alongside numbers.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Dial Number; Initiate a consult > step 2 > Dial Number · Checked 2026-09-30
30. 30
    The Agent Desktop validates the dial number entered for a transfer or consult: it may contain 3 to 18 digits and only the special characters plus, hash, asterisk and colon, and any other special characters or letters pasted into the field are removed.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Dial Number sub-bullets 1-2 (repeated under Initiate a consult > step 2 > Dial Number) · Checked 2026-09-30
31. 31
    The Flow Designer Blind Transfer activity routes a contact to an external dial number through the IVR without agent involvement, is a terminal activity that ends the flow, and is not supported when the flow is executed for a consult.

    Understand Routing and Queueing in Webex Contact Center · Blind Transfer description · Checked 2026-09-30
32. 32
    The Flow Designer Bridged Transfer activity is not supported in outbound call flows or event flows, and contacts already assigned to an agent cannot be bridge-transferred through the flow.

    Understand Routing and Queueing in Webex Contact Center · Bridged Transfer description · Checked 2026-09-30
33. 33
    The published system limits list 6000 entries for an address book and 100000 total address book entries.

    System limits in Webex Contact Center · Limits table rows 'Address Book - Entries' and 'Address Book - Total entries' · Checked 2026-09-30
34. 34
    The published system limits list 150 transfer targets and 10 dial plans for a desktop profile.

    System limits in Webex Contact Center · Limits table rows 'Desktop profiles - Transfer targets' and 'Desktop profiles - Dial plans' · Checked 2026-09-30
35. 35
    In the Organization search, Microsoft Teams subject matter experts appear only if they have a Business phone number assigned and Webex App subject matter experts appear only if they have a Work phone number assigned.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Organization notes (repeated under Initiate a consult > Organization) · Checked 2026-09-30
36. 36
    The Organization option for transfer or consult can be selected only if the administrator has enabled State Synchronization in Control Hub under Contact Center > Tenant Settings > Desktop, under Desktop Experience > Desktop Profiles > Collaboration, or both.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Organization · Checked 2026-09-30
37. 37
    Agents who use the Desktop inside Microsoft Teams can consult with or transfer calls to Microsoft Teams users only when SSO is enabled in the Microsoft Azure account.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Organization notes · Checked 2026-09-30
38. 38
    For outdial calls from Agent Desktop, an agent cannot dial more than 18 digits and cannot use an extension number.

    Make an outdial call · Make an outdial call > notes on dial number restrictions · Checked 2026-09-30
39. 39
    The address book an agent sees is the one chosen in the Address Book field of the agent's desktop profile; it holds the speed-dial numbers the agent can choose for outdial and consult calls.

    Manage desktop profiles · Voice channel options > Address Book · Checked 2026-09-30
40. 40
    The desktop profile setting Buddy Teams (Select All, Select None or Select Specific) determines which teams' agents appear in the Agent drop-down list for consult, conference and transfer.

    Manage desktop profiles · Collaboration settings > Buddy Teams · Checked 2026-09-30
41. 41
    Consult to Queue is supported only for queues that have teams serving them; consulting to a queue that only redirects to another entry point or queue produces a Consult Failed message.

    Manage desktop profiles · Collaboration settings > Consult to Queue · Checked 2026-09-30
42. 42
    An agent can select a queue as a consult target only if the Consult to queue toggle is enabled in the agent's desktop profile, and the target must be an inbound queue.

    Manage desktop profiles · Collaboration settings > Consult to Queue · Checked 2026-09-30
43. 43
    The desktop profile article states that if the agent selects an entry point as the consult target, the system disables the Consult button.disputed

    Manage desktop profiles · Collaboration settings > Consult to Queue · Checked 2026-09-30
44. 44
    The desktop profile setting Entry Point/Queue Transfer Targets (Select All, Select None or Select Specific) determines which entry points and queues appear in the Queue drop-down list on the Agent Desktop.

    Manage desktop profiles · Collaboration settings > Entry Point/Queue Transfer Targets · Checked 2026-09-30
45. 45
    In queue routing, if no matching agent is found the contact is parked in the queue and waits for a matching agent to become available.

    Understand Routing and Queueing in Webex Contact Center · Queue routing description (sentence beginning 'If no matching agent is found') · Checked 2026-09-30
46. 46
    The Pause Recording and Resume Recording features do not work during conference and consult calls.

    Manage your calls in Agent Desktop · Recording controls note (pause and resume a call recording) · Checked 2026-09-30
47. 47
    In the Analyzer Agent Details report, Agent Transfer is defined as the number of times an agent transferred inbound contacts to another agent after consult, and Agent Requeue as the number of times an agent requeued an inbound call.

    Webex Contact Center Analyzer Stock Reports · Agent Details report > Agent Transfer; Agent Requeue · Checked 2026-09-30
48. 48
    In the Analyzer Agent Details report, Blind Transfer is defined as the number of times an agent transferred an inbound call to an external or third-party dial number through the IVR without agent intervention.

    Webex Contact Center Analyzer Stock Reports · Agent Details report > Blind Transfer · Checked 2026-09-30
49. 49
    In Analyzer stock reports, Conference Count is the number of times an agent initiated a conference call.

    Webex Contact Center Analyzer Stock Reports · Agent Details report > Conference Count · Checked 2026-09-30
50. 50
    In Analyzer stock reports, Consult Count is the number of consults an agent was involved in, counting both consults the agent made and consults the agent received.

    Webex Contact Center Analyzer Stock Reports · Agent Details report > Consult Count · Checked 2026-09-30
51. 51
    Analyzer reports consult-to-queue separately: CTQ Request Count is the number of consult-to-queue requests an agent initiated and CTQ Answer Count is the number of times an agent answered a consult-to-queue request from another agent, with inbound and outdial variants.

    Webex Contact Center Analyzer Stock Reports · Agent Details report > Inbound CTQ Request Count; Inbound CTQ Answer Count; Outdial CTQ Request Count; Outdial CTQ Answer Count · Checked 2026-09-30
52. 52
    The Agent Outdial Statistics drill-down includes a Transfer Type field whose documented values are Blind Transfer and Consult Transfer.

    Webex Contact Center Analyzer Stock Reports · Agent Outdial Statistics > drill down > Transfer Type · Checked 2026-09-30
53. 53
    The telephony RONA timeout in desktop settings defaults to 18 seconds and is configurable from 1 to 120 seconds.

    Desktop settings for Webex Contact Center · RONA Timeouts > Telephony row · Checked 2026-09-30
54. 54
    Under the Enhanced Voice Recording Experience announced May 25, 2026, interactions that include consults, transfers or conferences are captured as a single interaction with segmented recordings instead of separate interaction entries.

    What's new for administrators in Webex Contact Center · May 25, 2026 > Enhanced Voice Recording Experience · Checked 2026-09-30
55. 55
    When a call is transferred to an agent, the call is dropped if the target agent does not accept it.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Agent > second sub-bullet · Checked 2026-09-30
56. 56
    If an agent transfers a call to an entry point, the contact priority changes to the priority assigned by the Queue Contact activity in the new flow.

    Build and manage flows with Flow Designer · Queue Contact activity > contact priority note · Checked 2026-09-30
57. 57
    When an agent transfers a call to an entry point, global variable values are copied to the new flow only where the variable name and data type match; global variables that do not match in name and data type are not carried over.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Entry point · Checked 2026-09-30
58. 58
    When a contact is transferred to an entry point or queue, the system ensures the contact is not connected to the same agent who handled it before.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Entry point > final paragraph · Checked 2026-09-30
59. 59
    Cisco instructs agents to initiate transfers, consults and conferences with another agent from the Agent Desktop rather than from the phone device (hardphone or softphone).

    Manage your calls in Agent Desktop · Transfer a call > step 1 note; Initiate a consult > step 1 note; Initiate a conference > step 1 note · Checked 2026-09-30
60. 60
    An agent cannot transfer a call to an agent who is in the Wrap Up state.

    Manage your calls in Agent Desktop · Transfer a call > step 2 > Agent > first sub-bullet · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Troubleshooting Webex Contact Center transfers and conferences. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-transfer-troubleshooting

@misc{warmtransfer-wxcc-transfer-troubleshooting,
  title  = {Troubleshooting Webex Contact Center transfers and conferences},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-transfer-troubleshooting},
  note   = {Verified 2026-09-30}
}