Transfer a Call to Staff Who Have No Work Phone Number

You can now transfer a live call from the mobile app to any staff member, including people who have no phone number of their own in the system. The call rings on whatever devices that person already uses, so nobody has to share a personal number to take a handover.

How do I transfer a call?

Start the transfer from inside the active call on the mobile app. It works on both outbound and inbound calls, and you choose between a warm transfer, where you speak to your colleague first, and a blind transfer, where the call is handed straight over.

1. Make or answer a call as normal in the mobile app.
2. Tap the transfer call icon in the top right corner of the active call.
3. Open the Staff Members tab and pick the person you want to transfer to. The devices they can receive the call on are listed next to their name.
4. Tap Call and Hold for a warm transfer, or Transfer and End for a blind transfer.

What does my colleague see when the call arrives?

They see that it is a transferred call and who sent it, so they can pick up already knowing the context. On iOS the incoming banner shows the contact name followed by via and the name of the person transferring, for example John Doe via Michael Scott. On Android the incoming call screen shows Transferred call from Michael Scott.

They tap Answer, and the warm transfer continues as usual.

Which devices does the transfer ring?

All of them at once. The transfer rings every device the staff member has set under Forward calls to, so whichever one they are near is the one they answer on.

• Web App
• Mobile App
• Phone
• SIP desk phone

What are the limits I should know about?

Two things to plan around. Staff with no device configured appear greyed out in the transfer list, so everyone who might receive calls needs at least one device set up first. And re-transferring is not supported yet, meaning a call that was already transferred to you cannot be passed on again.

Who should use this?

Any team where the person answering the phone is not always the person who can help. It matters most where staff work from their own handsets and you would rather not circulate their personal numbers to customers.

You will find the transfer icon in the top right corner of any active call in the mobile app.