This section provides a step-by-step guide to transferring calls using Direct or Consult options. It also covers how to start a conference call by adding and merging a second caller into an active call.

Table of contents

Call Transfers

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

Choose a Transfer Type

At the bottom of the Desktop Softphone window, you’ll see the transfer options:

• Direct Transfer – Immediately sends the caller to the selected contact without further interaction.
• Consult Transfer – Lets you speak with the recipient before completing the transfer, while placing the caller on hold.

Use Direct Transfer for speed. Choose Consult Transfer when coordination is needed.

Search or Enter a Destination

After selecting a transfer type, you’ll be prompted to choose where the call should go. You can either search for a contact or enter a number manually.

To search:

• Begin typing a name, extension, or phone number into the search bar
• Matching contacts will appear below as a list
• Click the correct destination to proceed with the transfer

While you're deciding:

• The caller is automatically placed on hold, and the call remains active
• You’ll also see an instructional banner below the search bar: "To transfer the call, search or find the user in your contact view.” Cancel
• You can cancel the transfer at any time using the Cancel option
• Alternatively, you can skip search entirely and enter a phone number directly using the dialpad

This interface provides full control to either continue with or exit the transfer process at any time.

Transfer Options

Direct Transfer (While on a Call)

To perform a direct (blind) transfer without speaking to the recipient:

1. While on a call, click Transfer
2. Select Blind Transfer
3. Enter or choose the destination using the search bar or dialpad
4. The call transfers immediately, and you are disconnected from the call

The transfer is completed without an introduction or confirmation. The caller is connected to the recipient as soon as the transfer is initiated.

Consult Transfer (While on a Call)

To speak with the recipient before transferring the call:

1. While on a call, click Transfer
2. Select Consult Transfer
3. Choose or enter the destination

The original caller is automatically placed on hold while you speak to the consult recipient

In the Live Calls view, you’ll see:

• The original caller on Hold
• The consult recipient is shown as Connected

You can:

• Click Complete – Finalizes the transfer and disconnects you from the call

  Use this when you're done consulting and ready to send the caller through.

• The red Cancel button – Ends the consult call and returns you to the original caller

  Use this if the transfer isn’t moving forward and you want to rejoin the caller.

• Click the Cancel button in the gray banner beneath the search bar – Cancels the entire transfer process and returns you to the live call view

  Use this if you decide not to transfer at all and want to exit transfer mode.

Conference Calling (Add Call + Merge)