This article will walk you through how an agent can do a warm transfer to another agent or number internally.
Checking User Assigned Extensions/Numbers:
In order for this to work correctly, you can start by checking to see if your agents have an extension/number assigned to them. You can check this by going to Account > Extensions/Voicemails. If you have configured extensions for your agents, you should see something like what is shown below:
Executing the Warm Transfer
Once you have configured your agents with an extension, while they are in a call that needs to be warm transferred internally, you will see the following options in the transfer window:
You will want to select the tab that says "PBX Destinations" and then choose "Extensions" from the drop down menu. Once you've done that, you will want to choose either "Call", which will allow you to do a warm transfer with everyone on the line. If you want to do a warm transfer with the lead on hold, you would choose "Hold & Call". You can also warm transfer a call internally by using the box highlighted below and putting the 10 digit number you want to transfer to in that box: