Custom 3-Way Button Transfer: a one-click 3-way to a preset or lead field

Sometimes you want the agent to stay on the line and pull a third party in, not just hand the call off. VICIdial's Custom 3-Way Button Transfer adds a single button for exactly that: one click places a three-way call to a destination you defined, with the agent still on the call.

What the button adds

This option puts a Custom Transfer button on the agent screen, below the Transfer-Conf button. It is DISABLED by default, which simply means the button never appears. Enable it with a value and the button shows up, ready for one-click three-way calling.

A Three-way call keeps all three parties on the line at once: the Agent, the customer, and whoever the agent dials. That makes it the right tool for a Warm transfer, where the agent introduces the customer to a specialist before stepping away, rather than dropping them cold.

Choosing the destination

The option value decides where the third leg goes:

• PRESET_ options place the call using a defined preset value, so the button reuses your preset list.
• FIELD_ options dial the number found in a selected field from the lead, which is perfect for calling a number specific to that record.
• PARK_ options park the customer before dialing the destination.
• VIEW_PRESET simply opens the transfer frame and the preset frame instead of dialing.
• VIEW_CONTACTS opens a contacts search window, and only works when Enable Presets is set to CONTACTS.

The FIELD_ options are the standout. A number stored on the lead, say a customer's own physician or a previously assigned rep, can be dialed straight from the Custom field without the agent reading it aloud and keying it in. That removes a real source of error on calls where the third party is different for every record.

The VIEW_ values do not dial at all. VIEW_PRESET opens the transfer frame and the preset frame so the agent can look before they leap, and VIEW_CONTACTS opens a search window that only functions when Enable Presets is set to CONTACTS, which is a custom feature rather than stock behaviour. Treat those two as shortcuts to a chooser, not as one-click dialers.

How a click resolves

flowchart TD
  A[Agent clicks Custom Transfer] --> B{Configured value}
  B -->|PRESET| C[Dial preset number]
  B -->|FIELD| D[Dial number from lead field]
  B -->|PARK| E[Park customer first then dial]
  B -->|VIEW PRESET| F[Open transfer and preset frame]
  B -->|VIEW CONTACTS| G[Open contacts search]
  C --> H[Three party call connects]
  D --> H
  E --> H

Custom 3-Way versus Quick Transfer

The two one-click buttons solve opposite problems. The Quick Transfer button does a hands-off blind handoff and releases the agent. The Custom 3-Way button keeps the agent on for a live introduction. Pick by what the call needs: a fast drop, or a guided handoff.

Once the third party is on and the customer is in good hands, the agent can leave the Three-way call and let the Closer finish, then move to a Disposition. The PARK_ option is handy when the destination needs a moment of privacy before the customer joins. All of it is configured per Campaign.

For the full set of transfer and closer controls, the transfers and closers guide shows how each button and preset relates. And if you want this wired up for your team on a hosted dialer, our pricing has the plan to match.