Transfer calls

8x8 Frontdesk allows you to transfer calls to the desired party within or outside your organization. You can consult with the party before transferring (warm), or transfer directly (cold).

Cold transfer

  1. Accept the incoming call and place it on hold.

    Note: Placing a call on hold disables auto-filtering of contacts by site and loads the entire contact directory.

  2. Hover over a contact in the contact directory list to view the transfer options.

    Note: Contacts in your directory include company contacts as well as personal contacts saved as My Contacts.

  3. From the options, click to transfer the call without consulting. The call is transferred to the contact.

    Note: You can also drag and drop the contact record to the active call card and click to transfer.

Warm transfer

  1. Accept the incoming call and place it on hold.

    Note: Placing a call on hold disables auto-filtering of contacts by site and loads the entire contact directory.

  2. Hover over a contact in the contact directory list to view the transfer options.
  3. From the options, click to place a call. A new call card appears for this outbound call.
  4. Once the call is answered, inform the contact about the transfer.
  5. Click in the outbound call card to transfer the call.

Cold transfer outside the organization (using the dial pad)

Let’s say you need to transfer a call to an external contact or a contact’s personal phone number, and you do not have them in your contact directory. Simply call the number using the dial pad, once answered, transfer the call.

  1. Accept the incoming call and place it on hold.
  2. Open the dial pad by clicking .
  3. Enter a phone number and click Call. An outbound call is placed to the external number.
  4. On the new call card that appears for this outbound call:
    1. For cold transfer, select to transfer the call.
    2. For warm transfer, once the call is answered, inform the external party about the intended transfer, and select to transfer the call.
    3. Select to transfer to the voicemail of the external party.

Cold transfer with chat consultation

You can consult contacts in your contact directory via chat before transferring a call. Chatting with contacts can help facilitate cold call transfers.

  1. Accept the incoming call and place it on hold.
  2. Hover over a contact in the contact directory to view the transfer options and click to chat.
  3. After confirming their availability, click in the chat window to transfer the call.

Transfer to voicemail

If a caller needs to reach a contact directly, but the contact is busy, you can transfer the caller to the user’s voicemail.

  1. Accept the incoming call and place it on hold.
  2. Hover over a contact in the contact directory to view the transfer options and click .
  3. The caller is transferred to the user’s voicemail.