How do I transfer a call?

Joel Goldstein - Monday, February 20, 2017

Quick pop quiz: Do any of these describe the way you feel about call-transferring? 

1. I get nervous when transferring calls because I fear I'll get it wrong. 
2. There are a few ways to transfer a call!?
3. How on earth do I transfer a call?
4. Before I transfer the call I can talk to the new destination without the caller listening!? 
5. I don't know how to transfer a call with its original caller information.

If at least one of the above statements suit you, you want to read this! Let's upgrade the way your company handles call transfers.

........


The beauty of the VoIP feature-rich system comes to play when a caller wants to transfer a call. Before you hit the transfer button, think again, how would you like to transfer the call? Do you want to transfer the call Blind or Regular? (And what’s the difference?) What's the right one to use? And how can you do it?

Regular Transfer

A regular transfer is normally used in companies that are run in a more professional and formal manner. These companies don't transfer calls before they talk to the new destination while providing the option to accept or decline the transfer. As you've [rpbably guessed, in a regular transfer you get to talk to the new destination (let's call him Dave)—providing some information about the caller and getting confirmation—before you transfer the call. When you finally transfer the call, Dave won't see the caller's caller ID and phone number, rather the call will come in with your name and extension number (Incoming Call From: the best employee, 2044).

Blind Transfers 

If your business's focus is speed, and formality matters less, blind transfer is the way to go. With blind transfer, you can transfer the call quickly and directly to the new destination without any early interaction. The new destination will receive the transferred call with its original caller ID and phone number—as if the call is received for the first time. Once the call is blind transferred, there's no going back—you aren't able to control the call anymore.

Got it? Great. You are now ready to select between regular transfer or blind transfer, but how?


Follow the next steps to perform regular and blind transfers:

Select your phone model:


Polycom IP Models
(IP 300s, 400s, 500s, 600s)

Regular Transfer

1. While you have the caller on the line, hit the Trnsfer button (the caller will now be placed on hold)

2. Enter the new destination extension number
3. Hit the Send button or wait a bit until the call to the new destination is placed
4. Speak to the new destination and get confirmation to transfer the call
5. Press the Trnsfer button again

Note: if the caller didn't answer or didn't confirm the transfer, press the Cancel button to retrieve the call. Now the caller could leave a message with you or ask to be directly transferred to the desired destination mailbox. To do so, use blind transfer, enter the number "8" + destination's extension number.

Blind Transfer

1. While you have the caller on the other line, hit the Trnsfer button (the caller will now be placed on hold)
2. Select the Blind button to the right.
3. Enter the destination's extension #.
4. Hit the Send button to the left or wait a bit until the call is transferred to the new destination.

Polycom VVX Models
(VVX 100s, 200s, 300s, 400s, 500s, 600s) 

Regular Transfer (Consultative)

1. While you have the caller on the line, hit the Transfer button (the caller will now be placed on hold)

2. Enter the destination's extension number
3. Hit the Send button or wait a bit until the call to the new destination is placed
4. Speak to the new destination and get confirmation to transfer the call
5. Press the Transfer button again.

Note: if the caller didn't answer or didn't confirm the transfer press the Cancel button to retrieve the call. Now the caller could leave a message with you or ask to be directly transferred to the desired destination mailbox. To do so, use Blind Transfer, enter the number "8" + destination's extension number.

Blind Transfer

1. While you have the caller on the other line, hit and HOLD the Transfer button (the caller will now be placed on hold)
2. Select the Blind option—by pressing 2 or using the arrow key—and hit the Select button to the right
3. Enter the destination's extension number
4. Hit the Send button to the left or wait a bit until the call is transferred to the new destination

Note: the default transfer on Polycom VVX is a regular/consultative transfer. If your business mainly uses blind transfer and you'd like to set it up as the default option, click here to submit your request and we'd be happy to get it done.

Yealink

Regular Transfer

1. While you have the caller on the line, hit the Tran button (the caller will now be placed on hold).

2. Enter the destination's extension number
3. Hit the OK button to connect to the new destination
4. Speak to the new destination and get confirmation to transfer the call
5. Press the Tran button again

Note: if the caller didn't answer or didn't confirm the transfer press the End Call button to retrieve the call. Now the caller could leave a message with you or ask to be directly transferred to the desired mailbox. To do so, use blind transfer, enter the number "8" + destination's extension number.

Blind Transfer

1. While you have the caller on the other line, hit the Tran button (the caller will now be placed on hold)
2. Enter the destination's extension number
3. Hit the Tran button again and the call will be transferred to the new destination

Practice makes perfect! take your time to try out the various options and next time when you transfer a call you'll do it like a pro. 

Happy Transferring!

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