Dialpad offers four types of call transferring options: direct transfer, ask first, transfer to voicemail, and transfer to hold queue. Direct transfer allows for immediate transfer without any introduction. Ask first allows the caller to be introduced to the recipient before transferring the call. Transfer to voicemail sends the call directly to the recipient's voicemail greeting. Transfer to hold queue is ideal for situations where the recipient can take the call in a minute or two. The content also explains how to perform these transfers on different devices and provides information on merging calls. Additionally, it answers frequently asked questions about transferring calls to external numbers and recording transferred calls.
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The ability to transfer and merge calls is mission-critical. This ensures callers connect with the agent most suited to the caller's needs, and shows them that you care.
Dialpad provides 4 different types of call transferring:
Direct transfer (transfer now)
Ask first (warm)
Transfer to voicemail
Transfer to hold queue (transfer to hold)
Let's dive into the details of each one.
Direct transfer (transfer now)
A direct transfer means the person/department receiving the transferred call does not have any pretext and is going into the call blind.
When you opt to Transfer Now, your active call is temporarily put on hold and then directly transferred.
To transfer a call from the Dialpad desktop or web app:
Select Transfer
Search for a contact
Manually type in a number, or select one of your most frequent contacts.
If a team member/Department has more than 1 number, click the drop-down arrow to select.
Select Transfer Now
Then your call will be directly transferred to another operator.
Ask first (warm transfer)
The ask first (warm transfer) feature allows you to introduce your caller to your recipient before handing off the call. Once your team member/operator answers, you'll have options to finalize the transfer, send the caller to voicemail, or even hang up the call.
Departments & main line (requires a number to be assigned)
Contact centers (requires a number to be assigned)
Desktop app
Android
iOS
When you opt for ask first:
Your active call is put on hold
The new call is placed to the team member/operator to confirm the transfer
Note:
In order to warm transfer a call to a department or a contact center, they must have a phone number assigned to it.
To warm transfer:
Select Transfer
Search for a contact
Manually type in a number, or select one of your most frequent contacts
If a team member/department has more than 1 number, click on the drop-down arrow to select
Select Ask First
The existing call will be put on hold while being connected to the person you're transferring the call
Once connected, select the Transfer button again
Transfer to voicemail
When you transfer to voicemail, your active call is put on hold and is transferred directly to your party’s voicemail greeting.
Transfer to voicemail is available for transfers between team members or to departments (including the main line).
How to transfer to voicemail:
Select Transfer
Search for a contact
Manually type in a number, or select one of your most frequent contacts.
If a team member/department has more than 1 number, click on the drop-down arrow to select.
Select Transfer to voicemail
Transfer to hold queue
Transfer to hold queue (transfer to hold) is available for transfers between team members.
Transferring to a hold queue is ideal for times when you know your team member can take the call in a minute or two (perhaps they just stepped out to grab a quick cup of coffee).
When you opt to transfer to the hold queue, the active call is put on hold and transferred to a team member's hold queue. The receiving team member will view the call in their active call sidebar, and the caller remains on hold until the receiving team member selects Switch Call to This Device to accept the call.
How to transfer to a hold queue:
Select Transfer
Search for a contact:
Manually type in a number, or select one of your most frequent contacts.
If a team member/department has more than 1 number, click on the drop-down arrow to select.
Choose the desired transfer type (warm, direct, to voicemail, or to hold queue)
Merge a call
Easily turn any call into a group call by merging calls.
You can merge the calls by either accepting a call waiting or placing a call on hold and merge it to another call.
Here’s how to merge calls:
Merge an incoming call
When you receive a new call during an active call, you’ll see the ANSWER and MERGE options.
If you select MERGE, the inbound call will immediately join your current call
If you select ANSWER, the existing call will be placed on hold until the merge action is selected
Once you answer the call, you’ll need to manually merge the calls by navigating to your active call indicator on the top left of the app
Select Options (that’s the 3 vertical dots)
Select Merge
Note
If you hang up during a group call, all callers will be disconnected.
Merge a new outbound call
You can also call another person and merge them into your active call.
Place the active call on hold
Select the Call icon on your Dialpad app
Enter the name or number of the person you want to call
Select Options on your active call on-hold (that’s the 3 vertical dots)
Select Merge
Frequently asked questions
Can I transfer to a number outside of my company?
This depends on whether you're making or receiving the call.
If you receive a call and then need to transfer your caller, you can transfer to a # outside of your company. You'll just need to make sure that your admin has enabled this office-wide feature.
The number will have to be associated with a Dialpad account, i.e. another department, contact centers, Dialpad team member, room phone, etc.
If you're making the call and then transferring your caller, you can't transfer to a # outside of your company if you are on a Standard Plan. If you are on a Pro or Enterprise plan, reach out to our Support Team to enable this feature.
Are transferred calls recorded?
If you have auto-recording turned on, department or contact center calls transferred to another Dialpad user (in your company) will be recorded from beginning to end — if you use Ask First (warm transfer).
You can change this behavior, by heading to your Office settings and selecting the box 'Stop automatic call recordings (for example, on a contact center or department) after warm transfer'.
If you use Transfer Now (blind transfer), or transfer the call to a number external to Dialpad, only the first part of the call (prior to transfer) will be recorded.
If someone calls my toll-free number and the call is transferred to an external number, will my calling credits continue to be used once the call is transferred?
Yes, your credits will continue to be used. Calls to toll-free numbers will be charged per minute used post-transfer.
If someone calls my toll-free number and the call is transferred within my company, do I need to add call credits to the office to which the call is being transferred?
Yes, once the call is transferred to the other office, they will be responsible for the toll-free line charges, but only for the duration of the call that they handled (meaning, they will be charged per minute used post-transfer).
How come when I try to transfer a call, sometimes it disconnects immediately?
Looping is not supported. If you are transferring a call back to someone who originally transferred your call the call will disconnect.
For example:
Jim calls Sue (This is Jim's call)
Sue then transfers Jim to Betty (This is Sue's call)
Jim and Betty are on a call (This is the incorrect assumption — while Jim and Betty have bridged audio, Jim is still on a call with Sue from Jim’s reference point.)
If Jim attempts a blind transfer call to Sue (this is, in effect, Jim transferring Sue to Sue, creating a feedback loop that results in the call being dropped.
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Transfer on the iOS app
