Transferring Calls

Use

You use this procedure to transfer a call to another number. You have the following methods available:

  • Blind transfer

    The call is transferred directly, and you do not know whether it is answered or not.

    When you transfer an inbound queue call to:

    • Another queue

      The call is processed according to the queue configuration if there is no answer. For example, the call can be forwarded back to the original queue or to some other queue.

    • Internal number

      The call is processed according to the presence management if there is no answer. For example, the call can be forwarded to the user’s mobile phone, if the user has activated such a profile.

    Only the blind transfer method can be used in conference calls. You can transfer a conference call in the following cases:

    • You have selected one call to be Private.

    • There is only one call left in the conference call. In this case its status is irrelevant: it can be Private, Public, or Muted.

  • Warm transfer

    You wait for the person to answer before you transfer the call. The first call is on hold when you make the second call. If the second call is answered, you can connect the calls. If there is no answer, you retrieve the call that has been on hold.

  • Transfer on hold

    The call remains on your contact list with special icons until it is answered. The contact list also indicates the on-hold time: green when the call has been on hold less than a minute and red when it has been on hold over one minute.

    This method works only with transfers to external numbers. If you transfer a call to an internal number, the blind transfer method is used. In addition to this, you must have the setting Transfer (On Hold) enabled in Tools > Settings > Phone > General. Note that administrators can disable this setting in System Configurator.

    When you transfer a call using this method, the call is processed according to call handling of the destination number if there is no answer. For example, a call to a mobile phone can be forwarded to voicemail if so defined by the mobile phone user.

Procedure

Note:

If you have an active call and a script related to it open and you transfer the call, the script is closed. If you have filled out the script before transferring and the same script is modified later, the previous changes are overwritten and only the latest script version is saved.

Blind Transfer

  1. Enter the number of the second party into the destination field.

  2. Click the Transfer button or use a shortcut key.

    The call is cleared from your contact list.

Warm Transfer

  1. Enter the number to which you want to transfer the call and click the Call button.

    The first call is automatically put on hold.

  2. When the second party answers, click the Connect button or use a shortcut key.

    The calls are cleared from your contact list.

Transfer-on-Hold Method

  1. Enter the number of the second party into the destination field.

  2. Click the Connect button or use a shortcut key.

    The call remains on your contact list until it is answered.