Transfer a call

When a call reaches the wrong person or team, you can hand it off to the right party without asking the caller to hang up and dial again. The Cloud Voice App lets you redirect any active call to another extension user or contact directly from the call screen.

Note

An extension is an internal user or team on your phone system, reached by a short internal number. A contact is an entry from your address book, which can point to an internal or an external number. You can transfer a call to either one.

Choose a transfer type

The desktop app supports two ways to pass a call along:

• Blind transfer sends the call to a third party right away, with no heads-up. Use it when no context needs to change hands.
• Attended transfer places the caller on hold while you reach the third party first, so you can share details and confirm they can take the call before you connect them.

Tip

When in doubt, use an attended transfer. It lets you confirm the target is available and brief them before the caller is handed over. Save blind transfer for simple, no-context handoffs where you already know the destination will answer.

Perform a blind transfer

Caution

A blind transfer ends your side of the call the moment you select the destination. You cannot get the caller back if the target is busy, does not answer, or turns out to be the wrong person. If you need to confirm the target can take the call, use an attended transfer instead.

1. While the call is active, click (Transfer) on the call screen, then choose Blind Transfer. The call is placed on hold.

   

2. Pick who should receive the call using either method below:

   • In the right panel, open a list and click the extension user or contact you want to send the call to.

     

   • In the search bar, type the number or name of the extension user or contact, then select the match from the results.

     

Your call drops immediately and the chosen party’s phone rings. Once they answer, the caller and the new party are connected.

Perform an attended transfer

Note

During an attended transfer the caller waits on hold and cannot hear your conversation with the target. You speak privately with the third party first, then complete the handoff.

1. While the call is active, click (Transfer) on the call screen, then choose Attended Transfer. The call is placed on hold.

   

2. Pick who should receive the call using either method below:

   • In the right panel, open a list and click the extension user or contact you want to send the call to.

     

   • In the search bar, type the number or name of the extension user or contact, then select the match from the results.

     

   The chosen extension user or contact’s phone rings.

3. When they pick up, brief them on the call, then click Transfer to complete the handoff.

   

Your call drops and the original caller is connected with the party you spoke to.