3.5 Transferring a call

You can transfer a call in two ways:

• Direct transfers the caller straight away. You leave the call as soon as it rings the other person.
• Warm first puts the caller on hold and calls the other person, so you can introduce the caller before passing them over.

Transfer from the dialer

1. During a call, click Transfer. The Transfer panel opens on the Dialer tab.
2. Type the extension or phone number. Matching colleagues appear as you type.
3. Click Direct to transfer immediately, or Warm to speak to the person first.

Figure 3.10 The Transfer panel

Figure 3.11 Choosing Direct or Warm after entering a number

Transfer from Contacts

1. In the Transfer panel, click the Contacts tab.
2. Search for a colleague in Search numbers or names, or scroll the list, and click their name. A tick shows who is selected.
3. Click Direct or Warm.

Figure 3.12 Choosing a colleague from Contacts

Completing a warm transfer

After you click Warm, your caller is put on hold and the panel shows Outgoing Call with Calling.. while the new person's phone rings. Underneath are two sections. Active Call is the person you are calling now. Hold Calls (1) is the original caller, marked On Hold.

• Talk to the new person and explain who is waiting.
• Click Swap to go back to the original caller, and again to return to the new person.
• To finish, hang up your side. The two people stay connected.
• If the new person cannot take the call, end their call with the small red icon next to their name and click Unhold to return to the original caller.

Figure 3.13 A warm transfer: the new person is being called while the original caller waits on hold