Call transferring allows you to seamlessly pass an ongoing conversation to a colleague or specific department. In this guide, you’ll learn how to transfer calls from your webapp or mobile device and understand advanced routing behaviors.
Transfering a call
1. Transfer a call from your dialer
You can easily pass a live call to a team member directly from your dialer.
Click the "Transfer" button that appears on your Dialer during a call.
Enter the name of the person to whom you want to transfer the call.
Select the type of transfer you want to perform.
Direct Transfer : With one click, you directly transfer the ongoing call to a team member. If there is no answer, you will not be able to resume the call.
Ask First : Contact your colleague to check their availability and pass on the information before transferring the call. By choosing this option, you will have the following options : direct transfert, send to voicemail and hang up and resume.
Send to voicemail : If your colleague is unavailable, or you know they don't want to be disturbed, transfer the call to their voicemail so the caller can leave a message.
2. Transfer a call from your mobile app
You can also route calls while on the go using the mobile application.
Click the "Transfer" button that appears on your Dialer during a call.
Enter the name of the person to whom you want to transfer the call.
Select the type of transfer you want to perform.
3. Transfer to another extension
During the call, just dial star 2 (*2) and the phone number or extension to which you want to transfer the call. This feature allows you to first speak with your colleague to inform them that you are transferring a call.
When a call is transferred between different SVI, the webapp displays the call's complete path in the call log, showing both the initial and transferred call points.
While seeing the same call multiple times might seem confusing, it is normal system behavior to illustrate its full routing journey through different standards.
🎉 You now know how to transfer a call and can seamlessly connect your callers to the right person!