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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​

ScenarioRecommendation
Quick redirectionUse Blind Transfer to reduce handle time.
High-value callerUse Attended Transfer for context handoff.
Expert escalationConsult then Merge to keep continuity.
Multi-team alignmentUse 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.