Handling Calls

Your cloud PBX features various ways to move calls around, including attended transfer, unattended (blind) transfer, voicemail transfer, park, and more. In this section, references to BLFs are the 1-touch buttons to extensions common at front-desk phones.

Attended Transfer

Attended transfer allows you to speak to the transfer recipient prior to completing the transfer while the caller is on hold.

To perform an attended transfer using Polycom and Yealink phones

Press the Transfer key/softkey on your phone.

Dial the recipient’s extension or press their BLF.

Speak to the recipient, and then either press Transfer again to complete or cancel if the recipient cannot take the call.

Blind Transfer

Blind transfer goes straight to the recipient.

To blind transfer using Polycom phones with older firmware

Press Transfer.

Press the Blind softkey. (if there is no Blind softkey see directions for new firmware)

Enter the extension of the recipient or the recipient’s BLF.

To blind transfer using Polycom phones with newer firmware

Press and hold the Transfer button.

Select Blind from the on screen menu

Enter the extension of the recipient or the recipient’s BLF.

To blind transfer using Yealink phones

Press Transfer.

Dial the extension of the recipient

Press Transfer.

Transfers to External Numbers

A transfer can also go to an external number such as a cell phone. Follow the transfer directions above but instead of dialing an extension, dial a 10 digit phone number.

Voicemail Transfer

Voicemail transfer goes straight to the recipient’s voicemail box without ringing the recipient’s phone.

To perform a voicemail transfer

Perform a blind transfer with a 7 prefix before the extension. For extension 111’s voicemail, for example, blind transfer to 7111.

Park and Hold

On your phone system, hold is a local function. This means a call held on your phone cannot be picked up at another station. Park is a system-wide function. This means a call parked at one phone may be picked up by any phone.

To park a call

Dial *** in an active call from any phone. The system says, “The call is parked at 7xx.”

Hang up.

To retrieve the parked call, dial 7xx where xx is the number stated by the system.

Directed Call Pickup

Directed call pickup (DCP) allows you to answer a call ringing at another station.

To perform a directed call pickup

Dial *35ext. If 111 is ringing, for example, dial *35111 to pick up that call.

Phones with BLFs to the ringing station can also press the corresponding BLF.

3-Way Conference 

To make a 3-way conference

Call or be called by the first participant in the conference.

Press the Conference key/softkey, and then dial the second participant.

After the second participant picks up, press Conference again to connect everyone.