Transfer a Call

From the Operator Panel you can hand off any live call to a colleague or send it straight to voicemail. This page walks through each destination: transferring to an extension, to an extension’s personal voicemail, and to a group voicemail.

Before you begin

To move active calls that belong to members of an extension group, your account needs the Call distribution management (Redirect, Transfer, Drag and Drop operation) permission. Without it, the transfer controls described below will not be available for those calls.

Transfer a call to an extension

1. On the Inbound & Internal Calls panel or the Outbound Calls panel, move your mouse over the active call you want to move.

2. Complete the transfer using either of the following methods.

   Drag and drop

   Drag the call onto the target extension in the Extension list and release it. That extension user immediately receives an incoming call.

   Caution

   The handoff completes the instant you release the call. There is no confirmation step and no way to undo it, so make sure you drop the call on the correct extension. If you let go over the wrong entry, the live caller is sent to that person.

   

   Right-click menu

   Right-click the call, choose Transfer, then pick who should receive it. In the panel that opens, type the destination extension number and click the transfer button . The extension user then receives an incoming call.

   

   Tip

   Instead of typing the full number, you can click the extension user directly from the matching results to send the call there.

Transfer a call to a group voicemail

1. On the Inbound & Internal Calls panel or the Outbound Calls panel, move your mouse over the active call.

2. Drag the call onto the group you want in the Group list and release it.

   The call goes to that group’s voicemail, and the caller can record a message for the group’s members.

   

Transfer a call to an extension’s voicemail

Note

This routes the caller straight to the user’s voicemail: the user’s phone does not ring first. Use it when you know the person is away and you want the caller to leave a message rather than wait for the phone to ring out.

1. On the Inbound & Internal Calls panel or the Outbound Calls panel, move your mouse over the active call.

2. Right-click the incoming call and choose Transfer.

3. In the panel that opens, enter an extension number to search for the user.

4. In the matching results, click the voicemail icon for that user.

   The call is delivered to the extension’s voicemail, where the caller can leave the user a message.