Transfer a call
Pass a call to a colleague, team, parking slot or outside number from the Webphone, a Yealink phone or another SIP phone.
You can pass a call you’ve answered to another person, a team, a parking slot or an outside number. This page shows how on each kind of phone, and which number to transfer to.
Blind or attended?
Section titled “Blind or attended?”| Type | What happens | Use it when |
|---|---|---|
| Blind (cold) | The call goes straight to the new number. You don’t speak to the other person first. | You know they’re free, or the call is going to a team, queue or parking slot. |
| Attended (warm) | You call the other person first, tell them who’s calling, then complete the transfer. If they can’t take it, you return to the caller. | The other person needs context, or might not be available. |
Yealink phones also have a semi-attended transfer: you complete the transfer while the other phone is still ringing.
Before you start
Section titled “Before you start”- You need the number to transfer to. Inside your PBX, use the internal number (extension) of the user, queue, ring group or call parking. Internal calls between users are free.
- An administrator can find each internal number in the object’s settings on the PBX tab.
Transfer in the Webphone
Section titled “Transfer in the Webphone”The browser, desktop and mobile Webphone all support blind and attended transfers.
- During the call, click Transfer.
- Choose the number from the Dialpad, Contacts, History or Call parking tab.
- For a blind transfer, click Transfer now. For an attended transfer, click Call first and speak to the other person. Then click Transfer and choose Merge current calls and leave.
To park the call, open the Call parking tab and click Park call.
If you already have two calls on the line, you can transfer one to the other. See During a call in the Webphone.
Transfer on a Yealink desk or DECT phone
Section titled “Transfer on a Yealink desk or DECT phone”On a desk phone:
- During the call, press the TRANSFER key or the Transfer soft key. The caller is put on hold.
- Enter the number, or pick a contact from the directory or a speed dial key.
- Finish the transfer:
- Blind: press B Transfer or TRANSFER straight away.
- Semi-attended: press Send, then press TRANSFER while it’s ringing.
- Attended: press Send, wait for an answer and speak to them, then press TRANSFER.
On a DECT handset (W-series), press Options › Transfer or the TRAN key, enter the number, and press TRAN again. For an attended transfer, dial with OK or the green phone key first.
Full steps, including intercom transfers between DECT handsets: Transfer calls on Yealink.
Transfer on other SIP phones and softphones
Section titled “Transfer on other SIP phones and softphones”Most SIP desk phones and softphones have a Transfer button, and many offer both blind and attended transfer. The names differ between brands, so check the phone’s user guide. The general pattern is:
- Press Transfer during the call. The caller is put on hold.
- Dial the number.
- Press Transfer again straight away (blind), or wait for the other person to answer and then press it (attended).
Where to transfer to
Section titled “Where to transfer to”| To | Dial |
|---|---|
| A colleague | Their user’s Internal number. See User. |
| A team | The Internal number of the Ring group or Queue. |
| A parking slot | The call parking’s Internal number, using a blind or attended transfer. The system puts the call in a free slot. Anyone can pick it up by dialling the slot number, or from Call parking in the Webphone. See Call parking. |
| A menu, after-hours message or voicemail box | An Internal number object connected to that part of the call flow. |
| An outside number, such as a mobile | The full number, as you’d dial it for an outgoing call. |
Check it works
Section titled “Check it works”- Call your main number from a mobile and answer on your phone.
- Transfer the call to a colleague’s internal number. Their phone should ring and show the call.
- Try a transfer to your call parking number, then pick up the call by dialling the slot number.
Troubleshooting
Section titled “Troubleshooting”- Transfer fails or the call drops: check the number is right and that the person or team you’re transferring to has a device online. See Phone not ringing.
- The transferred call shows your number instead of the caller’s on a Yealink phone: see Caller ID on transferred calls.
- Microsoft Teams: blind transfers to call parking slots may not work as expected from Teams. Use an attended transfer instead.