Call Transfer (Cisco Call Manager Users)

Call Transfer is the ability to send a call to another telephone number in the Click to Call window. There are two types of call transfers supported by Click to Call: Attended Transfer and Unattended Transfer.

Please Note: Call Transfer can only be configured for Cisco Call Manager users. 

To Transfer a Call: 

  • Select the transfer icon on the right side of the active call screen.  
  • The call will be placed on hold.
  • Initiate a call by selecting a party that will receive the transferred call.
Attended Transfer:

An attended transfer allows you to notify and pass on information to the recipient of a transfer prior to transferring the call to them.

To Conduct an Attended Transfer: 
 
  • Answer the an incoming call (Leg 1).
  • Transfer to another party by selecting the transfer button on the right side of the active call window.
  • Leg 1 is placed on Hold.
  • Initiate a call to the other party (Leg 2).
  • Inform this person about the incoming call.
  • Release the call.
  • Leg 1 and Leg 2 are now connected.
Unattended Transfer:

An unattended transfer simply sends the call to the other party without notification or additional information.

To Conduct an Unattended Transfer:
 
  • Answer the incoming call (Leg 1).
  • Transfer to another party by selecting the transfer button on the right side of the active call window.
  • Leg 1 is placed on Hold.
  • Initiate a call to the other party (Leg 2).
  • Release the call.
  • Leg 1 and Leg 2 are now connected.
There are two important rules to note about Call Transfer:
 
  1. If Leg 1 disconnects the call after your transfer to Leg 2 has been initiated, then the transfer is terminated. Your call to Leg 2 then becomes a standard active call with full call controls.
  2. If you answer a separate call that comes in after a transfer of Leg 1 has been initiated, and Leg 2 has not yet received the transfer, then Leg 1 will stay in a hold state and the transfer will be terminated. 

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