Transfer a call

Call Transfer feature allows you to transfer an ongoing call to another number. For example, if you receive a call from a customer who reaches the wrong person or team, you can transfer the call to the correct one rather than asking the customer to hang up and call a different number.

Introduction

There are two types of call transfer:

  • Blind Transfer: Transfer an ongoing call to a third party immediately without giving him or her prior notification.

    For more information, see Perform a blind transfer.

  • Attended Transfer: Put the ongoing call on hold and establish a second call with third party to pass on all relevant information and get his or her consent before transferring the call.

    For more information, see Perform an attended transfer.

Perform a blind transfer

  1. During an active call, click (Transfer) on the call window, then select Blind Transfer.

    The call is put on hold.

  2. Select the desired individual using either of the following methods.

    • To transfer the call to a colleague or an existing contact, do as follows:

      1. In the search bar, enter the name or number of the person you want to transfer the call to.
      2. Click the desired contact to complete the transfer.
    • To transfer the call to an external number, do as follows:
      1. In the right panel, click beside the search bar.
      2. Enter the desired number to which you want to transfer the call in the dialpad, then click .

    The current call is disconnected; The specified user or contact will receive the call. When the call is answered, the other two parties are connected.

Perform an attended transfer

  1. During an active call, click (Transfer) on the call screen, then select Attended Transfer.

    The call is put on hold.

  2. Select the desired individual using either of the following methods.

    • To transfer the call to a colleague or an existing contact, do as follows:

      1. In the search bar, enter the name or number of the person you want to transfer the call to.
      2. Click the desired contact.
    • To transfer the call to an external number, do as follows:
      1. In the right panel, click beside the search bar.
      2. Enter the desired number to which you want to transfer the call in the dialpad, then click .

    The specified user or contact will receive a call.

  3. If the specified contact answers the call, you can talk to the contact to pass on all relevant information first, then click Transfer.

    The current call is disconnected; The other two parties are connected.