Transfer Call on IP Phone
Written by B3Networks Academy
Updated at June 6th, 2023
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Table of Contents
Sample roles in a transfer call
- Caller: The person who calls your line
- A (Ext 101): Agent who picks up the incoming call
- B (Ext 102): Agent who receives the transfer call
Main actions in a transfer call
Trigger the call transfer
- From IP Phone: press ##2 + Ext number
- From Mobile app or Desktop app: press Transfer + Ext number
Cancel the call transfer
Press ##3
The process of the call transfer
1. "A" receives the incoming call from an external number.
2. "A" presses ##2 + Extension number. Meanwhile, the caller would hear the music on hold.
For step 2, the Yealink IP Phone and Fanvil IP Phone which was provisioned can press the softkey "Transfer" instead.
3. There are 4 available scenarios:
A cancels the transfer
- A presses ##3
- A resumes the call with the Caller.
A transfers the call to B immediately. (Blind Transfer)
A blind transfer is when you transfer the caller to another agent or number without speaking to the new agent first.
- After triggering the transfer, A hangs up the call immediately.
- The caller will wait until B picks up the call.
A talks to B and resumes the call with the caller
- A talks to B
- B rejects to receive the transferred call and hangs up the call with A (or A press ##3)
- A will then resume to the Caller.
A talks to B then transfers the caller to B. (Attended Transfer)
An attended transfer is when you speak with the new agent before the call is transferred. You can tell the destination agent about the caller’s issue and give any background information before transferring the call (without the caller's hearing).
- A talks to B initially
- A hangs up the call
- B connects to the Caller
Note: Once B already handles the call with the Caller, A is unable to retrieve the call.
Note:
Our system ONLY supports transfer calls from an external number, not from an internal extension.
This process will work with any IP Phones or Softphones that support hold/unhold and have more than 2 concurrent calls.