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This article only applies to users with a Skype for Business phone extension. Skype for Business phone extensions start with the number 4.

If you wish to use your personal cell phone to make/receive calls, you need to add the Skype for Business app to your phone.

• Android (Google Play)

• iPhone/iPad (App Store)

Consult, don’t Transfer

When you are in a call and 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

When the CSR is done speaking with the student and is ready to move the call to the Nurse, they would do the following:

1. Select the Call Control icon, which is in the bottom-right corner of the call window.[image]

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2. Select the Consult button on the Call Control window.  The original call with the Student will automatically be placed on hold. 

3. In the Consult Before Transferring window’s search bar window that opens, enter the phone number or extension to which you wish to move the call in the search bar.

4. Select the number (not the person) and click the Consult button at the bottom-right.

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5. Select the blue telephone icon to speak directly to the Nurse before transferring the call.[image]

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   1. 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 down 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.[image]

   2. 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.).[image]

6. Once the call has successfully been transferredmoved, a new window will open indicating the transfer is complete. Click OK to close the window.