Transfer a Call

While you are handling a call, you may find it necessary to send your caller to a different destination.
There are four different ways you can transfer calls to users:

1. Blind Transferring
2. Attended Transferring
3. Transferring to Voicemail (for internal users)

Perform a Blind Transfer

An unattended transfer, also known as a cold or blind transfer, is when you transfer a call to another destination without establishing a conversation with this new call recipient. The first call is put on hold until the call is transferred successfully.

To make an unattended transfer:

1. On an active call, touch the transfer button.
   

   ✔ The Keypad screen will display while the first call is placed on hold.

    

   Quick Tip: To cancel the transfer, tap Dial To Transfer at the top of the screen.

    
2. Use the Keypad to dial the other party's extension or telephone number.

Perform an Attended Transfer

An attended transfer, also known as a warm transfer, is when you transfer a call to another destination but want to speak with this new call recipient before the transfer. The first call is put on hold until the call is transferred successfully.

To make an unattended transfer:

1. On an active call, touch the att. transfer button.
   

   ✔ The Keypad screen will display while the first call is placed on hold.

    

   Quick Tip: To cancel the transfer, tap Dial To Transfer at the top of the screen.

    
2. Use the Keypad to dial the other party's extension or telephone number.
3. Speak with the new call recipient when the new call is answered.
4. Touch the Transfer button to completely transfer the call.
   

   Quick Tip: To cancel the unattended call operation, select the Cancel button.

    

Transfer a Call to Voicemail

During an active call, you can transfer a caller to another user's mailbox. This can be useful when you know that user is out of the office, or if the caller only wants to leave that user a voicemail.

To transfer a call to the mailbox of an internal user…

1. On an active call, touch the transfer button.
2. Use the Keypad to dial the feature code associated with the mailbox.
   

   Quick Tip: Most accounts use 1+EXT (e.g., 1103 for dialing extension 103's mailbox) as the code for dialing into the mailboxes of other users. 

   Find Your Mailbox's Dialable Code

   If you are not sure what your mailbox's feature code is, you can check this and the other feature codes you are set as the Owner for by logging into the ES web portal as a basic user.

   To find your mailbox's feature code…

   1. Log into the ES web portal.
   2. Navigate to Features → Feature codes.
   3. Take note of the Feature Code shown that is marked for your extension's Mailbox. 
   

    

    

   Reference the Feature Codes for Your Users as an Admin

   Admins of the ES web portal can check the Feature Codes shown for all of their users using the web portal. 

   To check the feature codes for the whole account…

   1. Log into the ES web portal.
   2. Navigate to Features → Feature codes.
   3. View and take note of the feature codes for your users.
   
   4. If needed, click the Export as .csv button to download this list of feature codes as a spreadsheet that you can keep record of and share with your team.
   

    

    

   If you do not have access to the ES web portal, feel free to contact our technical support team to learn more about the dialable feature codes you can use.