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The answer to your query depends on whether you want a "supervised transfer" or a "blind transfer".
To achieve a supervised transfer, it is best to use the Place Call step with the current connection. The edit box to the right of "Current connection (1/1000 seconds)" is for you to specify the length of the flash hook. In North America, a value of 500 ms (one half second) usually works well. The Place Call step will provide Call Progress Analysis on the call. The agent must pick up and say "hello" (or something) to the IVR first before the CPA will complete. Typically, at this point, you'd put a Play step in the flow to notify the agent that there's a caller about to be transfered in. Follow that with a Hang Up step to disconnect the IVR and complete the transfer of the original caller to the agent. The agent should say "hello" again to greet the caller.
A blind transfer simply sends the caller directly to the agents phone. You would typically use a Flash Hook step, followed by a Send TT step to dial the phone number, a short Wait step (500 ms would be my recommendation), and then a hang-up.
If the BCM50 is programmed to provide Music-on-Hold, your original caller should hear it whenever he/she is on hold, in other words, after the initial flash-hook. This is true whether the Place Call step is used (as the flash-hook is implicit), or the Flash-Hook step. After the Hang-up step, the transfer should be complete. In the case of a supervised transfer, the caller will be connected to the agent. In the case of a blind transfer, the caller would hear the ringing (or busy, or whatever) of the call to the agents phone.
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