Consult, don’t TransferWhen you transfer are in a call , search the destination by their phone number - then actually click the number - then “Transfer now”.In the below example, you search by “43031” - click the first search result “43031” - then “Transfer Now” Also, it is strongly recommended to resume the call that was on hold first, then transfer the call.
Suggestion #2: Use the “Consult” button rather than “Transfer” In the below example, there is “Consult” button. It will take a few more seconds to use “Consult” button then transfer but this way, it can be ensured that the call is transferred to the right destination before returning to other calls that are on hold.
 Image Removedand wish to move the call to another number, it is MUCH better to use the Consult button rather than the Transfer button. Transfer does an unannounced (blind) transfer and sends the call automatically to the new number and disconnects you from the original call without allowing you to confirm the connection was made or speak with the person receiving the transfer. Consult allows you to listen as the new number is dialed to hear if someone picks up. If they don’t, you can easily resume the original call with the caller.
Procedure for using Consult| Info |
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Let’s say a Student calls Campus Wellness and talks to CSR but then also needs to speak with a Nurse at x31960. |
When the CSR is done speaking with the student and is ready to move the call to the Nurse, they would do the following: Select the Call Control icon, which is in the bottom-right corner of the call window.
[image] Select the Consult button on the Call Control window. The original call with the Student will automatically be placed on hold. In the Consult Before Transferring window’s search bar, enter the phone number or extension to which you wish to move the call. Select the number (not the person) and click the Consult button at the bottom-right.  Image AddedSelect the blue telephone icon to speak directly to the Nurse before transferring the call.
[image] If the call connects and the Nurse picks up: Announce that you are transferring a call to them and provide any details they need to know about the call. Click the blue arrow next to the blue telephone icon at the top-right of the consult window and select the number to transfer the call. The call will automatically be transferred.
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If the call doesn’t connect, click the Back to Call button to return to the call on hold and provide alternative options to the Student (e.g., call nurses directly at extension, try again later, etc.).
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Once the call has been transferred, a new window will open indicating the transfer is complete. Click OK to close the window.
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Overall, it takes a few seconds for a call to be transferred. It |
would be is crucial to make sure the call transferred is completed, before returning to other calls on hold |
.Press the transfer button above the number pad.
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Then, complete 1 of the following:
Option #1: Search the transfer destination by their extension (For example: 42815). Then select (left click) the extension number NOT the person and click transfer now Image Removed
Option #2: Search the transfer destination by their name (For Example: Lance Chase) then RIGHT click on the person who want to transfer the call to and select their phone extension (as you can see in the below picture, it would be “Work 42815” in the below example).  Image Removed
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