Transfer a Call

The ability to transfer a call is one of the most important features you can offer your customers. This ensures they connect with the agent who is the most suited to efficiently assist, and shows your clients that you care. 

Dialpad provides you with 4 different options when transferring a call. 

  • Ask First (Warm)
  • Transfer Now (Direct)
  • Transfer to Voicemail
  • Transfer to Hold Queue (Transfer to Hold)

Let's dive into the details of call transferring. 

Direct Transfer

We've made it incredibly easy to transfer an active call directly to another person, or Department. 

  1. Click Transfer
  2. Search for a contact: manually type in a number, or select one of your most frequent contacts
  3. If a team member/Department has more than 1 number, click on the drop-down arrow to select
  4. Click Transfer Now

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Looking to transfer on your Obihai?

Ask First (Warm Transfer)

Ask First (Warm) is available for:

  • Desktop App
  • Android
  • iOS

When you opt for Ask First:

  1. Your active call is put on hold
  2. New call is placed to team member/Operator to confirm the transfer

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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.

Introduce a Warm Transfer

Looking to introduce your callers before finalizing your transfer? You can merge the calls once both are active. Here's how:

  1. Navigate to the call on hold
  2. Click on Merge

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Now all three of you are on an active call, where you can introduce your caller to your recipient before handing off the call.

When you’re ready, click transfer on your call with your team mate to finalize.

Android

  1. Tap More > Transfer Callertransfer_android_1.jpeg
  2. On your search screen, type in your recipient’s name or number 
  3. Choose Ask Nowtransfer_android_2.jpeg
  4. Your current call will be placed on hold while the new call is being made
  5. Once the new call is connected you can select Transferandroid_transfer_3.jpeg

 

iPhone

  1. Tap More > Transfer 
  2. On your search screen, type in your recipient’s name or number
  3. Choose Ask Now
  4. Your current call will be placed on hold while the new call is being made
  5. Once the new call is connected you can select Transfer

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Transfer Now (Blind Transfer)

Transfer Now (Direct) is available for:

When you opt for Transfer Now:

  • Your active call is temporarily put on hold
  • Your active call is then directly transferred

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Android

  1. Tap More > Transfer Caller Screenshot_20191206-120558.jpg
  2. On your search screen, type in your recipient’s name or number
  3. Choose Transfer Now .           Screenshot_20191206-120614.jpg
  4. The call is transferred and you are then disconnected. Screenshot_20191206-124315.jpg

iPhone

  1. Tap More > Transfer 
  2. On your search screen, type in your recipient’s name or number
  3. Choose Transfer Now
  4. Your call will be transferred and you will be disconnected right away

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Transfer to Voicemail

Transfer to Voicemail is available for:

  • Team members
  • Departments (Includes Main Line)

When you opt for Transfer to Voicemail:

  • Your active call is put on hold
  • Your active call is then transferred directly to your party’s voicemail greeting

Transfer to Hold Queue

Transfer to Hold Queue (Transfer to Hold) is available for:

  • Team members

This feature is ideal for times when you know your team member can take the call in a minute or two (like if they just got up to grab a quick cup of coffee).

When you opt to Transfer to Hold Queue:

  1. Active call is put on hold
  2. Active call is transferred over to team member’s line (still on hold)
  3. Team member receiving call sees it under their Active Call sidebar (on hold)
  4. Team member selects Switch Call to This Device to accept

 

 

Have questions? Be sure to read our Call Transfer FAQ article for more information. 

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