The Transfer-Conf frame explained: every button on the agent transfer screen

The Transfer-Conf frame is the panel that opens when an Agent clicks the TRANSFER CONF button on the live call screen. It looks busy the first time you see it, but every button maps to one clear action. Once you know what each one sends down the line, handing a call off stops feeling like guesswork.

The Number to Dial field and the in-group menu

At the top of the frame you get a Number to Dial field and a Local Closer pull-down. The field is for raw phone numbers or presets; the pull-down lists the Ingroup (inbound group) queues your campaign is allowed to transfer into. You pick a target in one of those two places, then press the button that matches the kind of handoff you want.

The dialing buttons

Two buttons start a live conversation with a third party while your customer stays on the line:

• DIAL WITH CUSTOMER places a Three-way call with the customer on the line. You, the customer, and whoever you dialed are all in the same conference.
• PARK CUSTOMER DIAL sends the customer to Call park first, then dials the third party privately so you can brief them before the customer hears anything.

How the buttons route a call

flowchart TD
  A[Agent clicks Transfer Conf] --> B{Pick a target}
  B -->|In group queue| C[Local Closer]
  B -->|Phone number| D[Blind Transfer]
  B -->|Stay on line| E[Dial With Customer]
  C --> F[Closer answers]
  D --> G[Customer leaves your session]
  E --> H[Three way conference]
  H --> I[Leave 3 Way Call]
  I --> J[Agent goes to disposition]

The handoff buttons

LOCAL CLOSER sends the call to another VICIdial agent through the selected in-group, which is how a Fronter hands a qualified lead to a Closer. BLIND TRANSFER pushes the customer to a defined phone number and drops you out of the call. LEAVE VM blind-transfers the customer to the campaign-defined voicemail message. There is a fuller comparison of these handoff styles in our transfers and closers guide.

The cleanup buttons

Once you are in a three-way, three buttons close it out. LEAVE 3-WAY CALL leaves the customer and the third party talking in the conference and sends you to the Disposition screen. HANGUP XFER hangs up only the third party line, so you keep the customer. HANGUP BOTH ends the customer and the third party line together. Knowing the difference between those last two saves you from accidentally dropping a customer you meant to keep.

The shortcuts on the side of the frame

Depending on how your campaign is set up, you may also see D1 through D5 links in the bottom right corner. These are Transfer-Conf Number and DTMF presets: clicking one auto-populates the Number to Dial field and a send-DTMF field, so a regular destination becomes a single click. If your admin turned on Enable Transfer Presets instead, a Presets link appears in that same spot and pops a window with a long list of saved numbers you can drop into the Number to Dial field.

A few settings change the frame's appearance. Hide Transfer Number to Dial removes the raw number field entirely when you only want agents using presets, and PrePopulate Transfer Preset fills that field with a default destination so the common handoff is already typed in. There may also be a Quick Transfer button below the TRANSFER CONF button that does a one-click blind transfer to the selected in-group or number, skipping the frame altogether.

If you want a hands-on look at warm handoffs, start with the warm vs cold transfer breakdown, which uses these same buttons in real scenarios.

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