Transfers & Conferencing

Uniconnect Edge supports multiple collaboration pathways to keep voice workflows fluid while preserving context.

Transfer Types

Blind Transfer

Redirect the caller immediately without prior consultation.

1. Click Transfer.
2. Enter destination extension / number.
3. Confirm to complete; you exit the call.

Attended (Warm) Transfer

Consult with the receiving party first.

1. Start New Call while original leg is auto‑placed on hold.
2. Announce / confirm recipient readiness.
3. Complete transfer (original connects to recipient; you disconnect) or choose to merge.

Consult + Merge (Escalation)

Use a consult leg then Merge to create an instant three‑way conversation.

Conference Creation

Two supported patterns:

1. Add Participant Flow – From active call use conference/add option, dial participant, system auto‑merges on answer.
2. Merge Two Calls – Maintain two active legs (one on hold) then select Merge.

Controls During Conference

• Mute self
• Hold (places entire conference on hold – roadmap: isolate hold per participant)
• Add another participant (chain add)
• Drop participant (planned)
• Merge additional consult leg

Participant State Awareness (Planned)

UI will expose states: Active | On Hold | Pending Join. This improves escalation safety and transparency.

Best Practices

Scenario	Recommendation
Quick redirection	Use Blind Transfer to reduce handle time.
High-value caller	Use Attended Transfer for context handoff.
Expert escalation	Consult then Merge to keep continuity.
Multi-team alignment	Use conference and notes for post-call clarity.

Roadmap Notes

Participant visualization, selective mute, per-leg recording controls (subject to compliance) are slated for future versions.