Mastering the Art of Call Transfer on Your Cisco Phone: A Definitive Guide
Navigating the complexities of a modern phone system can be daunting, but fear not! This guide will transform you from a call transfer novice into a Cisco phone maestro. Let’s dive straight in.
How to Transfer a Call on a Cisco Phone: The Core Process
Transferring a call on a Cisco phone, while seemingly simple, has a few variations depending on your phone model and system configuration. Generally, the process revolves around these steps:
Answer the Incoming Call: Naturally, you need to be in a call to transfer it.
Initiate the Transfer: This is where the magic happens. Look for a dedicated Transfer button on your phone. It might be labeled “Transfer,” “Xfer,” or represented by a double-arrow icon. Press it. This puts the original caller on hold.
Dial the Destination Number: Enter the phone number or extension of the person you want to transfer the call to.
Choose the Transfer Type: This is crucial, and where variations come in. You typically have two options:
- Blind Transfer (Unattended Transfer): Press the Transfer button again (or a dedicated “Blind Transfer” button, if available) before the destination party answers. This immediately transfers the call without announcing it. It’s fast, but carries the risk of sending the caller to voicemail or the wrong person.
- Consultative Transfer (Attended Transfer): Wait for the destination party to answer. Announce the call and, if they agree to take it, press the Transfer button again (or a “Complete Transfer” button). If they can’t take the call, simply press the Resume button (or the line button for the original call) to return to the original caller. This is the preferred method for professional communication, ensuring the receiving party is ready.
Complete the Transfer: If you’ve chosen consultative transfer, press the Transfer button or the appropriate softkey (often “Complete Transfer” or simply “Transfer”) to finalize the transfer and disconnect yourself from the call.
That’s the basic process! Now, let’s address some common scenarios and questions.
Frequently Asked Questions (FAQs) About Cisco Call Transfers
We’ve compiled a comprehensive list of frequently asked questions to address common issues and nuanced situations you might encounter.
1. My Cisco phone doesn’t have a Transfer button. What do I do?
Don’t panic! Cisco phones come in various models, and button layouts differ. Look for softkeys on the screen (the buttons that change function based on the context). You might find the Transfer option hidden as a softkey labeled “More…” or under a menu. Explore the softkeys while you’re on a call; the Transfer option is likely lurking there. Also, consult your phone’s specific user manual – it will detail the exact location of the transfer function.
2. How do I transfer a call to an external number (outside the company)?
The process is the same as transferring internally. Once you press the Transfer button, dial the external number, including any necessary prefixes (like “9” for an outside line). Choose either blind or consultative transfer as described above. Remember to consider the implications of a blind transfer to an external number; you won’t be able to retrieve the call if the external party isn’t available.
3. Can I transfer a call to someone’s voicemail directly?
Yes, you can! The specific steps vary depending on your Cisco phone system and voicemail configuration. However, a common method involves pressing the Transfer button, then dialing the voicemail access number followed by the extension of the person’s voicemail you want to reach. Some systems have a dedicated “Transfer to Voicemail” feature, often accessible through a softkey. Check with your IT department for the exact dialing sequence for your system.
4. What is the difference between a blind transfer and a consultative transfer, and when should I use each?
As mentioned earlier, a blind transfer sends the call directly without announcing it. Use this for quick transfers when you’re absolutely sure the destination party is available and prepared to take the call. A consultative transfer, on the other hand, allows you to speak to the recipient first. This is the professional standard, especially for important calls or when you’re unsure if the recipient can take the call. Always prefer consultative transfer unless time is of the essence and you have high confidence in the recipient’s availability.
5. I accidentally transferred a call to the wrong person. What can I do?
Unfortunately, if you’ve completed a blind transfer to the wrong number, there’s not much you can do directly. The caller is now connected to the incorrect party. The best course of action is to apologize to both parties and explain the mistake. To avoid this in the future, always opt for a consultative transfer.
6. My transfer keeps failing. What could be the problem?
Several factors can cause transfer failures. Check these possibilities:
- Incorrect Number: Double-check that you’re dialing the correct extension or external number. A simple typo is a common culprit.
- System Congestion: If your phone system is experiencing high traffic, transfers might fail. Try again later.
- Restricted Access: Some extensions might have restrictions preventing them from receiving transferred calls. This is usually a security or departmental policy.
- Phone System Configuration: There might be a configuration issue on the Cisco phone system itself. Contact your IT department for assistance.
- Line Issue: The receiving line may be down.
7. How do I conference a call instead of transferring it?
Conferencing allows you to add a third party to the existing call. Look for a Conference button (often represented by three figures). Press it, dial the number of the third party, and once they answer, press the Conference button again (or a “Join” button) to merge all parties into a single call.
8. Can I transfer a call from my Cisco phone using my computer?
Yes, often. Cisco provides software applications like Cisco Jabber and Webex that integrate with your Cisco phone system. These applications allow you to manage calls, including transfers, directly from your computer. The transfer process is similar to the phone-based method, often involving dragging and dropping the call to the desired contact.
9. How can I put a call on hold before transferring it?
The “hold” function is usually separate from the transfer function. To place a call on hold, press the Hold button (often represented by a pause symbol). Then, initiate the transfer as described above. This ensures the caller is on hold while you dial the transfer destination.
10. How do I know if a call has been successfully transferred?
After completing the transfer (either blind or consultative), your phone should disconnect from the call, and you should hear a dial tone or return to the idle screen. If you remain connected to the call after initiating the transfer, the transfer likely failed.
11. Is there a way to cancel a transfer in progress?
Yes, if you’ve initiated a consultative transfer but haven’t yet completed it, you can cancel it. Simply press the Resume button or the line button associated with the original caller. This will disconnect you from the transfer destination and reconnect you with the original caller.
12. How do I program speed dial buttons on my Cisco phone for frequently transferred numbers?
Most Cisco phones allow you to program speed dial buttons for quick access to frequently dialed numbers. The process varies depending on your phone model. Typically, you’ll need to access the phone’s settings menu (often through a “Settings” or “Options” button), navigate to the “Speed Dial” or “Programmable Buttons” section, and follow the prompts to assign a number to a specific button. Consult your phone’s user manual or your IT department for specific instructions. This can dramatically improve efficiency when transferring calls to common destinations.
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