Set Up Call Transfer

Call transfer lets an extension user hand an active call off to another party by dialing a feature code on the phone keypad. A feature code is a short digit sequence (sent as DTMF, the Dual-Tone Multi-Frequency tones a phone plays when you press keys) that tells the system to perform an action mid-call. Cloud Voice supports two transfer modes, and you configure each one separately:

• Attended transfer: the transferor (the extension user performing the transfer) speaks to the recipient first, announces the caller, and then connects the two parties.
• Blind transfer: the call is passed straight through to the recipient without any introduction.

You would set these up so your extension users can move calls without hanging up on the caller: use attended transfer when the recipient should be warned who is coming, and blind transfer when speed matters more than an announcement.

Note

Both modes are configured on one page, and each setting applies to every extension on the system. Enabling a mode turns on its feature code account-wide; leaving a mode disabled means users cannot perform that type of transfer, even if they dial the code.

Attended transfer

With attended transfer, the caller is placed on hold while the transferor calls the recipient, speaks to them, and then completes the handoff.

1. In the Cloud Voice management portal, go to Call Features > Feature Code > Call Transfer.

2. Select the Attended Transfer checkbox to turn the feature on.

   Note

   If this checkbox stays unselected, extension users cannot start an attended transfer with the feature code, even if a code is entered below.

3. In the code field, type the digits users will dial to invoke the transfer.

   Caution

   Choose a code that does not collide with any extension number or another feature code. A duplicate causes the system to act on the wrong entry, so the transfer will not behave as expected.

4. From the Digit Timeout(s) drop-down, choose how many seconds the system waits for the transferor to enter the recipient’s number after the dial tone. If nothing is entered in time, the system stops waiting for more digits.

5. In the Attended Transfer Timeout(s) field, enter the number of seconds the recipient has to answer the transferring call.

   Note

   This window controls how long the recipient’s phone rings before the attended transfer attempt gives up.

6. Click Save, then Apply.

   Caution

   Changes do not take effect until you click Apply. Clicking Save alone stages the change but does not activate it.

Blind transfer

With blind transfer, the call is sent directly to the recipient without the transferor waiting to speak to them first.

1. In the Cloud Voice management portal, go to Call Features > Feature Code > Call Transfer.

2. Select the Blind Transfer checkbox to turn the feature on.

   Note

   If this checkbox stays unselected, extension users cannot start a blind transfer with the feature code, even if a code is entered below.

3. In the code field, type the digits users will dial to invoke the transfer.

   Caution

   As with the attended code, keep this code unique across extension numbers and other feature codes to avoid conflicts that break the transfer.

4. From the Digit Timeout(s) drop-down, choose how many seconds the system waits for the transferor to enter the recipient’s number after the dial tone.

5. Use the Transfer Bounce Back (Applicable to Both Blind/Semi-attended Transfer) option to decide what happens when the recipient does not answer: enable it to route the unanswered call back to the transferor.

   Note

   “Bounce back” (also called transfer recall) returns the call to the person who started the transfer instead of dropping it. This setting also covers semi-attended transfers, where the transferor begins an attended transfer but hangs up while the recipient’s phone is still ringing rather than waiting for them to pick up.

6. Click Save, then Apply.