Transfer calls

Let’s say you receive a call intended for a specific member of your department, or you are calling an external contact to get them in touch with a colleague who wants to speak with them; you can simply transfer the active call to the recipient. Choose either warm transfer or cold (or blind) transfer in 8x8 Work for Desktop. With warm transfer, you announce the call to the person you are transferring the call to. With a blind transfer, you send the call directly to the extension without announcing it.

You can transfer a call to another extension, or an external phone number, or to a voicemail.

Features

  • Transfer to another extension at no charge.
  • Transfer to another extension's voicemail at no charge.
  • Transfer to an external number at the regular 8x8 billing rate.
  • Perform a two-step transfer via warm transfer (consult and transfer).
  • Perform a one-step transfer via blind transfer.

To perform a warm transfer from the call screen:

Note: If you try to transfer while managing two calls, the Warm Transfer option does not show up as a transfer option; you can only use direct transfer or transfer to voicemail. The option to use warm transfer is available if you are managing one call.

  1. While on a call, click Transfer to bring up your contact directory. Then:
    • For contacts with one phone number: Hover over the desired contact to transfer to, and click the Warm Transfer option to put the original call on hold, and speak with the desired contact.
    • For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, and click the Warm Transfer option to put the original call on hold, and speak with the desired contact.
  2. Once the contact is notified, click the Direct Transfer option above the main call screen to transfer. The call and the contact are disconnected from you, and the call is transferred.

To perform a warm transfer from a chat with a contact:

  1. While on a call, open your list of Messages .
  2. Open a chat with the contact you want to transfer to.
  3. Once the contact is notified, click the More options menu at the top of the chat with them.
  4. From the menu, select:
    • Direct Transfer to transfer the call to the contact so that they can answer it.

      Note: Depending on whether your application window is in Compact Mode or Expanded Mode, the Direct Transfer option is found either under or next to the More options menu.

    • Transfer to voicemail to transfer the call to the contact's voicemail if they are currently unavailable.
    The call is disconnected from you, and transferred.

To perform a blind transfer from the call screen:

  1. While on a call, let the caller know you are about to put them on hold, and click Transfer to bring up your contact directory.
  2. From the contact directory:
    • For contacts with one phone number: Hover over the desired contact to transfer to, and click the Direct Transfer option to put the original call on hold and transfer.
    • For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, and click the Direct Transfer option to put the original call on hold and transfer.
    The call is disconnected from you, and transferred.

To perform a blind transfer from your call log or contact list:

  1. While on a call, click Hold to place the other party on hold.
  2. Open Contacts or Calls to view contacts and phone numbers you can transfer the call to.
  3. Hover over the contact or call log whose number you want to transfer the call to, and click the Direct Transfer option that appears to transfer. The call is disconnected from you, and transferred.

To transfer a call to a contact's voicemail:

  1. While on a call, click Transfer to bring up your contact directory. Then:
    • For contacts with one phone number: Hover over the desired contact to transfer to, and click the Voicemail option to transfer the call to voicemail.
    • For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, and click the Voicemail option to transfer the call to voicemail.
  2. The call is disconnected from you, and transferred. The contact you selected for the transfer receives a voicemail without hearing their phone ring.