Questions about Transferring Calls

What does the caller hear while I’m dialing the extension number?

Once you start to dial, the caller is on Consultation Hold until you have completed dialing, established communication with the called party, and released the caller to the called party. If music on hold is provided on your system, the caller will hear music; otherwise silence.

What do I do if the destination to which I am transferring a call is not answering?

  • Press the Source softkey to reconnect the Source call and retain the Destination information. This gives you more options to handle the call because softkeys, such as Redial Dest, remain on screen.

    Or

  • Dial a different number if you think you can locate the requested party elsewhere.

    Or

  • Press Cancel to reconnect to the Source call but clear the Destination information.

Do I need to press Release when answering several calls in a row?

No. If you use key or to answer calls, pressing the key will release or transfer the current and connect you to the next calling waiting. This only works if you have calls in both the Source and Destination areas.

What should I do if a caller wants to speak to one person, and then another?

If an outside party wants to speak with several people in a row, use the Serial Call feature. When the outside party completes the first call, you receive a Recall and can then dial the next person’s number. For more information, see Serial Call.

Can I transfer a call to another console?

Yes, by dialing the extension number of the other console. You can transfer calls to other consoles but you cannot put another operator on hold.

Can I add a note to a call in the Transferred Call display?

No. Because the Transferred Calls queue is so dynamic (calls enter it and leave it rapidly), you cannot add or edit notes for calls in this display. However, you can annotate a call by adding a note while the call is in the Source area or the Calls on Hold display.