Call Transfer

Description

There are few types of Call Transfer. We mean a call you answer and then send to another number either inside or outside the office (or a call you see on your call control client and instead of answering, you transfer it). See below for details on Blind Transfer, Consulted Transfer, and Direct Transfer to Voicemail.

Blind Call Transfer allows a user to transfer an active call to a specific destination without consulting with the destination party. In other words, you send a call directly to that person without letting them know who it is.

This Consulted Transfer service enables a user to consult with an add-on party before transferring the caller to the add-on party. In other words, you let the party know who is calling and the option to take it or not.

This Direct Transfer to voicemail service enables you to use a feature access code to transfer a call to the voice mailbox of any user in your group. The target mailbox may be yours or someone else’s. The transfer is done by entering *55, plus the extension where you want to send the call.

How to

You can do transfers with your IP phone, an analog (hook flash) phone, and with a call control client. In this guide you will learn how to do all three transfer types mentioned above with your IP phone and your hook flash phone. For transfer instructions on call control clients such as Telephony Toolbar, Masergy Unity Client, Masergy Receptionist, or Masergy Call Center Supervisor Client please see the corresponding guide for that software.

If you want the caller ID of the caller to be sent along with the call you must press the Blind softkey.

Transfer a call, while on the phone
  1. Press the soft key labeled TRNSFER
  2. Press the soft key labeled Blind
  3. Dial the extension or phone number you want to transfer the call to
  4. Press the soft key labeled SEND
Consulted Transfer

You can either wait on the line or send it right away while you are on a call.

  1. Press the soft key labeled TRNSFER.
  2. This puts the first call on hold and gets you dialtone.
  3. Dial the extension or phone number you want to transfer the call to.
  4. Press the soft key labeled SEND
  5. When the second call is answered, tell them who is on the line.
  6. To finish and transfer, press the soft key labeled TRNSFER to connect the two parties.
  7. You can now hang up.
    If the party you called does not want the call, you can press CANCEL to speak to the caller. You can take a message or transfer them directly to voicemail.
Transfer a call directly to a Voicemail while on a call
  1. Press the soft key labeled TRNSFER
  2. Dial *55
  3. Enter the extension number
  4. Press #
  5. Hang up.

If this operation fails you will get a warning tone. And the call will be on hold. Typically if the transfer fails it is because the user you are transferring to does not have a voicemail box on the system.

An analog phone (hook flash) is usually a cordless phone or standard analog phone used with an ATA device.

Consulted Transfer – You can either wait on the line or send it right away while you are on a call.

Transfer the first call
  1. Press the flash button (or talk button.)
  2. This puts the first call on hold and gets you dialtone.
  3. Dial the extension or phone number you want to transfer the call to and #.
  4. When the second call is answered, tell them who is on the line.
  5. To finish and transfer, hang up to connect the two parties.
    If the party you called does not want the call, you must wait for the second party to hang up. Once you get indication that they are gone (like a busy tone.) you can press the flash button (or talk button.) You can take a message or transfer them directly to voicemail.
Transfer a call directly to a Voicemail while on a call
  1. Press the flash button (or talk button.)
  2. This puts the first call on hold and gets you dialtone.
  3. Dial *55, then dial the extension and #.
  4. You will be prompted that the transfer was successful.
  5. You can now hang up.

There is no blind transfer with an Analog device.

For transfer instructions on Call Control Clients such as Telephony Toolbar, Masergy Unity Client, Masergy Receptionist, or Masergy Call Center Supervisor Client please see the corresponding guide for that software.

If you have questions about your specific phone model, please see the quick guides.

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