Teams Call Queue User - Transferring a Call
Summary:
A step-by-step guide to transferring an MS Teams call queue call.
Step-by-Step Instructions:
When circumstances require you to transfer a call to another destination, do so by clicking the Transfer button in the call box ribbon. This will present you with an opportunity to decide if you would like a direct/cold/blind transfer, or a warm/consult-then-transfer.
Direct Transfers: Select the top transfer option presented as an upright handset with a rightward-pointing arrow.
The system will automatically put the caller on hold and will invite you to search for a contact by name or to enter a phone number to transfer to an external recipient.
Once a calling recipient has been selected, the system will present you with a new screen with several options. From the dropdown, you may choose where you want the call to go—is it an audio call to the person? Do you want it to go straight to the person’s voicemail? Does the recipient have another phone number, such as a cell phone, associated? Make the appropriate selection.
Prior to completing the transfer you may also decide to have the call return to you if the called party isn’t available, and you can also include a short topic of the call that the receiving party, if they are using the Microsoft Teams desktop application, will see along with the call notification alert.
Consultative Transfers: Select the bottom transfer option presented as two people and a handset.
The system will automatically put the caller on hold and will invite you to search for a contact by name or to enter a phone number to transfer to an external recipient.
Once a calling recipient has been selected, the system will present you with a new screen with several options. You may choose to start a call which will open up a 2nd call box, or you can start a chat with the intended recipient.
To start a call, click on the “Start a call” button.
After connecting with the called party and obtaining the go-ahead to transfer the call, click the Transfer button in the call box ribbon to complete the transfer.
To consult by chat, click the “Open Chat” button.
The system will open a new chat window with the intended recipient where you may enter the desired information.
When you receive the go-ahead to put the caller through, click on the “Transfer” button at the top of the window to complete the transfer.
