What "Leave 3-Way Call" does and when an agent should use it

Leave 3-Way Call is the button you press once your introduction is done and you want to step out. It leaves the customer and the third party in the conference together and sends you straight to the disposition screen. You are gone; they keep talking.

The mechanism

This maps to the LEAVE_3WAY_CALL value of the transfer_conference function. It does exactly one job: leave the customer and third party in conference and move the agent to Disposition. It is the clean exit from a Three-way call you started with Dial With Customer or Park Customer Dial.

This is what turns a 3-way into a finished Warm transfer. You brought the Closer in, you handed over context, and now you leave so they can close. As a Fronter, this is the move you make dozens of times a shift.

Recording behaviour when you leave

Two campaign options change what happens to the recording when you click Leave 3-Way Call. Leave 3-Way Stop Recording, if enabled, stops the agent Call recording the moment you leave, and it overrides any other recording option. Leave 3-Way Start Recording does the opposite: it starts a recording when you click the button and keeps recording after you are gone, so the customer-closer conversation is captured.

Heads up on the start option: it can leave several extra minutes of silence at the end of the recording after both parties hang up, unless your administrator has enabled the right dialer flags. The ALL_BUT_EXCEPTIONS and ONLY_EXCEPTIONS choices let you tie this to a list of phone numbers, defined in a settings container, if you only want the behaviour for some destinations and not others.

Pick whichever option matches your compliance posture. If you legally must keep the closer's conversation on file, Leave 3-Way Start Recording is your friend. If the agent's leg should stop the second they exit, Leave 3-Way Stop Recording wins and overrides everything else. Just do not enable both expecting them to fight it out; decide what the recording should contain after the handoff and set one option to match.

The disposition catch

Because Leave 3-Way Call sends you straight to the disposition screen, your reporting depends on you actually dispositioning the lead before grabbing the next call. The Transfer No Dispo campaign option can suppress that screen for an agent transferring to an external number, a Local Closer, or Leave 3-Way, but turning it on is risky when calls go to other agents because it can cause data inconsistencies. For a true Warm transfer into a closing in-group, leave the disposition screen in place so the outcome gets logged.

Status flow

stateDiagram-v2
  [*] --> LiveCall
  LiveCall --> ThreeWay: Dial With Customer
  ThreeWay --> AgentLeaves: Leave 3-Way Call
  AgentLeaves --> CustomerCloser: Customer and closer talk
  AgentLeaves --> Disposition: Agent screen
  Disposition --> [*]

When to use it and when not to

Use Leave 3-Way Call when the third party is competent to finish the call alone and the customer is in good hands. The Agent who left is now free to disposition and take the next Campaign call.

Do not use it if you actually meant to drop only the third party and keep talking to the customer yourself. That is a different button entirely, covered in Hangup Xfer vs Hangup Both. For where this fits in the full sequence, the transfers and closers guide lays out the path end to end.

If you would rather not hand-wire recording-on-leave behaviour, our hosted dialer ships sensible defaults. See pricing to get started.