Transferring Calls Codes

Calls can be transferred using the transfer button on the phone or star codes. The system supports two types of call transfers: blind transfer and attended transfer.

Blind Transfer

When the user activates a blind transfer, the call is transferred with no knowledge as to whether the receiving party will be available to receive the call. A blind transfer can be used for transferring calls to voicemail or the cell phone.

  1. Press the transfer button on your phone, or press Hold and dial *77.
  2. Enter the extension number (or phone number) of the recipient.

A blind transfer offers no confirmation of call connectivity. If the number is busy or does not exist or no one picks up, the user will not be notified.

Attended Transfer

When using attended transfer, the user must speak with the party who is receiving the call to ensure that the call can be received.

  1. Put the caller on hold (using the phone’s hold button). The LCD will display the call that is on hold.
  2. Enter the destination number,then press the confirm button.
  3. Once the party on the receiving end is prepared to take the call, press the transfer button twice (the first Transfer connects the call; the second Transfer clears the music so that the parties can speak. (If the phone does not have a Transfer button, *77 can be used to transfer the call.)

Users do not need to press the hold button to free the call. If the person is not available to take the call, the user can press the Hold button to reclaim the call and discuss the available options with the caller.

Transfer a Call Directly to Someone’s Voicemail

The systems administrator must enable a direct dial prefix before users can "blindly" transfer a call to another user’s voice mail. The default for direct dial is "8".

  1. Put the call on hold using the hold button on your telephone keypad.
  2. Press the Transfer key. (If your phone does not have a transfer button, dial *77 to transfer the call.)
  3. Enter the mailbox prefix number.
  4. Enter the extension number.

The caller will be transferred to the extension’s voicemail. Because the caller will bypass the voicemail timeout, the caller will not hear any ringing. This method does not need to involve an outside caller. To call a person’s mailbox directly, the user can dial 8123.

Call Park (*85) and Call Park Retrieve (*86)

The system administrator must configure specific park orbits (e.g., 800, 801, 802, and 803) on the system before these star codes can be used. Call Park allows the user to temporarily park a call so that it can be picked up by another user. The receiving party uses Call Park Retrieve (*86), followed by the park orbit number, to retrieve the call.

Scenario: A call comes in for Diane, but you do not know where she it, so you put the customer on hold, dial *85 and the park orbit number, and press the confirm button. You then page Diane, "Diane, you have a call on extension 509" (509 is the park orbit on which the call was placed). Diane executes the Call Park Retrieve (*86) feature, dials 509, and retrieves the call.

An announcement will indicate that the call has been parked. At this point, the call can be retrieved by any extension by dialing *86 and the park orbit number on which the call has been parked.

  1. Put the call on hold (music will play in the background).
  2. Press *85 to park the call.
  3. Enter the park orbit number.

If the call is not picked up within a specified time (default is 1 minute), the user will receive a call from the system as a reminder of the waiting call.

Note: To create a toggle-like effect for Call Park and Call Park Retrieve for use with buttons, use matching star codes (e.g., *85/*85 or *86/*86) on the star codes page at the domain level.

Call Pickup (*87)

Call Pickup allows users to pick up a ringing phone. It can be used to pick up calls ringing into a specific extension or for ringing calls in general, including calls ringing into a hunt group or agent group.

Note: When compared to Call Park Retrieve, Call Pickup is associated with a sense of urgency (i.e., the user must pick up the ringing phone before the call goes to voicemail.) With Call Park Retrieve, the caller is already in the system, so there is not as much of a hurry. Before users can use Call Pickup, they must first put their last call on hold so that the system does not interpret and execute the star key during calls made to external systems that also use star keys.

Not everyone can pickup every call. Only users that have the "Permission to monitor this account" may pickup calls from the account (see General Extension Settings).

Directed Pickup

  1. Dial *87.
  2. Dial the extension on which the call is ringing.
  3. Press the confirm button on the telephone keypad.

General Pickup

Call Pickup can also be used without specifying an extension. To activate, dial *87 and press the confirm button on the telephone keypad.

The system searches for calls to pick up in the following order:

  • Hunt groups: For a call that is headed for a specified hunt group, the system will reroute the call to the extension that dials the pickup code. If several calls ring the hunt group, then the system will pick up only the first call that was routed to the hunt group.
  • Extensions: When the account number is an extension, the system searches for calls that go directly to the specified extension. These calls can come from an auto attendant or through direct extension dialing. Calls that ring the extension due to it being part of a hunt group or agent group will not be affected by Call Pickup.
  • Agent groups: As with the hunt group, the system picks up a call from the specified agent group. For calls in the ringing state, the system picks the first call that is in that state. Otherwise, the system picks the call that entered the queue first.