This section will walk you through how to transfer an active call using either a direct (blind) or consult transfer from the desktop softphone.

Table of contents

While on a Call - Transfer Options

During a live call, you have the option to transfer the caller to another user, department, or external number.

Once transfer is selected, you’ll be prompted to choose how the transfer will be handled.

Choose a Transfer Type

While on a call, you’ll see several options at the bottom of the softphone window.

You’ll be presented with two transfer options:

• Direct Transfer – Immediately sends the caller to the selected destination without additional interaction.
• Consult Transfer – Allows you to speak with the recipient first while placing the caller on hold.

Select the type of transfer that fits your needs—use Direct when speed is required, or Consult when coordination is needed.

Search or Enter a Destination

After selecting a transfer type, you’ll be prompted to search for or enter the destination:

Enter or Search for Destination

• Start typing a name, extension, or phone number into the search field.
• Matching contacts or users will appear as you type.
• Select the correct destination to initiate the consultation.

While you're searching or deciding, the original caller remains on hold.

The live call will display:

• The caller’s information, including name or number and connected time
• A blue switch icon, which allows you to return to the caller without completing the transfer
• A green Retrieve button, which cancels the transfer entirely and resumes the call with you

This screen gives you full control to either continue the transfer process or return to the caller at any time.

Transferring

For Direct Transfer

This section explains how to perform a direct transfer, sending the caller immediately to another contact without initiating a consultation.

Select Direct Transfer

Choose this option when you want to immediately send the caller to another destination without speaking to the recipient.

• Select Direct Transfer from the transfer options
• Enter the destination number or choose the contact from the list
• The call will be transferred right away—no confirmation or consultation required

Once the transfer is complete, you’ll be disconnected from the call.

For Consult Transfer

Use this option if you’d like to speak with the recipient before completing the transfer.