Transferring a Call on your Deskphone

Call transfers are an excellent tool for customer service and a great way to maximize your teams' productivity. By connecting your customers with the proper team members faster, your people can do their jobs better.

Learn how to transfer a phone call on the Softphone

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Warm transfer

A warm call transfer means that you will speak with the person on the other side of the extension before you send the call to them. You may want to make this kind of transfer to pass along background information such as the caller's issue before the agent takes over the call. To initiate a warm transfer, complete the following steps:

  1. When on an active call press the Transfer key (located the at the bottom of the phone screen)

  2. Dial the extension or number you want to send the call to

  3. Wait for the person to pick up the call and tell them who is calling, when they're ready press the Transfer key again

Blind transfer

A cold call or blind transfer doesn't include an introduction or passing of information. The desired extension is not informed of the incoming call.

If the destination agent is not available at that time, this type of call transfer can result in your caller being transferred to voicemail.

To initiate a blind transfer, complete the following steps:

  1. When on an active call press the Transfer key (located at the bottom of the phone screen)

  2. Dial the extension or number you want to send the call to 

  3. Press the B-Transfer key to fully transfer the call 

Transferring a call to a speed dial number

Note: This feature requires customization. If you do not have your speed dial numbers programmed into your phone, please chat with support using the chat bubble in the lower right corner of this screen.

To initiate a call transfer to a speed dial number, follow the steps below:

  1. Start with an active call
  2. Press the Transfer key (located at the bottom of the phone display screen)
  3. Press the Speed Dial key that you want to transfer the call to. You can now hang up your handset.
  4. The transferred call is now ringing on the speed dial number you selected. If the call is not answered, the call will be routed to their voicemail box.

 

Transfer between Multi-Office Locations

If your Weave account includes multiple locations, you can transfer calls from one location to the other. Do this by selecting Transfer and then either enter the 10-digit number for the other office or the 3-5 digit extension of the specific person in the other office.

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