Desk Phones FAQ Call Transfer Types Call transfer is a standard feature on Pod Connect which allows users the means for transferring calls from one user to another. There are two ways to transfer a call: blind and attended. The main difference between the two methods of call transfer is whether or not the caller is introduced before the transfer. Attended Transfers involves the introduction, conversation, and presentation of caller’s information to the receiving agent, after which the call is transferred. In the Blind Transfer method, the call is connected to the relevant department or agent quickly and directly without any introduction. Blind Transfer Blind transfer, occurs when you transfer a call to another agent without first talking to them. The new representative to whom the call is attached may decide to answer or ignore the call. In the blind transfer, the customer or caller must re-state their details and explain why they contacted the new agent. The whole process can be annoying for the caller, and some of them may decide to end the call with a voice message or callback options. Because repeating the problem, especially when the customer has called because of dissatisfaction, can be very annoying and unbearable for the customer. Attended Transfer Attended transfer is actually designed to fix blind transfer defects. In an attended transfer, the new agent who receives your call is notified of the details, location and reason for your call. You do not have to repeat the details when the new agent receives the call. It also makes things easier for the new agent because if he already knows who he is talking to and why he called, he will be more prepared to serve and respond. This saves time and does not make the caller unhappy with the repetition of details. Attended transfer makes callers feel valued.Transferring a Call on Yealink T Series Phones INFO: Please note the images shown here are from a Yealink T46S, depending on your model the transfer key locations may differ. Some Yealinks do not have a set Transfer button, so you will only see the transfer option during a call. This process should be similar across most Yealinks phones. During a call press the Transfer key, on the Yealink T46S models this is illustrated below: When the Transfer key is pressed the caller will be placed on hold. Music on Hold will be played to the caller. Next you have several options on where you would like to transfer the call: Using the Enhanced Mentored Extensions also known as BLF (Busy Lamp Fields) Select a Contact from your list Dial an extension or phone number When pressing an Enhanced Mentored Extensions soft key also known as BLF this will start an Attended Transfer once you have spoken to the agent, you can press the Transfer key again to complete the transfer. When pressing the Directory and depending how your phone is configured you may see multiple contact and call lists, select the appropriate one. Next select the Contact or number that you would like to transfer the call to. You will have two options on how you can transfer the call. B Transfer (Blind Transfer) and Send. When pressing B Transfer the caller will sent directly to the agent/destination and your call will end. When pressing the Send button this initiates an Attended transfer to allow you to speak to the person that is about to receive the call. Press Transfer to complete the transfer When dialling a phone number or extension number from the keypad you will see a similar screen as below with two the options again, use B Transfer or Send to complete the transfer. INFO: If using Attended Transfer and person you are wanting to transfer the call too does not pick or goes to voicemail you can bring back the call by pressing Cancel (if it is still ringing) and then Resume to bring the call back. If goes to Voicemail or the caller cannot take the call press End Call then press Resume to bring the call back. Transferring a Call on Yealink W52/56 DECT Phones INFO: Please note the images shown here are from a Yealink W52P Handset, the process to transfer a call is the same on the Yealink W56H. The only difference is that the R key on the Yealink W52P is called Trans on the Yealink W56H. During a call press either the Options or R/Trans key depending on your model, this is illustrated below: If you have pressed Options then you will need to select Transfer then press OK When the R/Trans key is pressed or the Transfer option is is selected the caller will be placed on hold. Music on Hold will be played to the caller. Next you have two options on where you would like to transfer the call: Select a Contact from your list Dial an extension or phone number When pressing the Directory button and depending how your phone is configured you may see multiple contact lists, select the appropriate one. Next select the contact or number that you would like to transfer the call to and then press Call. This will start an Attended transfer to allow you to speak to the person that is about to receive the call. Press Transfer to complete the transfer. To Blind transfer the call just press Transfer after pressing Call   When dialling a phone number or extension number from the keypad you can either initiate a Blind transfer by pressing the Transfer button or an Attended transfer by pressing the green Call button as shown below, press Transfer when when ready to transfer the call.. Once transferred you will see the following screen: Transferring a Call on Polycom VVX Series Phones INFO: Please note the images shown here are from a Polycom VVX 411, depending on your model the transfer key locations may differ. Some Polycoms do not have a set Transfer button, so you will only see the transfer option during a call. This process should be similar across most Polycom phones. INFO: Please note the default transfer method for Polycom VVX phones is Attended Transfer. If you would like to Blind Transfer the call instead you must press the Blind key after pressing the Transfer key. Then select the Enhanced Mentored Extension or Contact or Dial an extension or phone number. During a call press the Transfer key, on the Polycom VVX 411 this is illustrated below: When the Transfer key is pressed the caller will be placed on hold. Music on Hold will be played to the caller. Next you have several options on where you would like to transfer the call: Using the Enhanced Mentored Extensions also known as BLF (Busy Lamp Fields) Select your Directory or Recent Calls Dial an extension or phone number To transfer a call using Enhanced Mentored Extensions after pressing the Transfer key, next press the Lines key and then select the Enhanced Mentored Extension key that you would like to transfer the to. This will start an Attended Transfer once you have spoken to the agent, you can press the Transfer key again to complete the transfer. . When pressing the Directory key you will see the following: Contact Directory Recent Calls Favourites Select the appropriate one, then select the Contact that you would like to transfer the call to and press Dial. This will start an Attended Transfer once you have spoken to the agent, you can press the Transfer key again to complete the transfer. . To transfer a call by dialling an extension or phone number, press the Transfer key next dial the extension or phone number. This will start an Attended Transfer once you have spoken to the agent, you can press the Transfer key again to complete the transfer. Desk Phones: Soft Keys (BLFs and Speed Dials) This guide will cover the basic in configuring soft keys for Desk Phones. Please some features may differ depending on make and model if the desk phone. TIP: If have several phones that are all the same make and model and require the exact same keys to be setup, you can create a Business Group Phone Profile for that make and model from here. INFO: Making changes to phone settings either on the phone directly or via the phones web interface is not recommended as any changes maybe lost when the phone checks for updates. Provisioned phones will check for updates every night and pull down the current phone profile. Desk Phones can be configured either from BG Administrator Portal or the End User CommPortal. In most cases it would be easier for the Administrator to configure the phones from the Administrator Portal, which we will show in this guide. Log in to the BG Administrator Portal and from the left hand menu click on Phones, click on the menu button on the phone you would like to configure and select Configure phone. This will open the Manage your phones page, in this example the subscriber 01132991021 has the Yealink T46S provisioned. Click on Edit on the phone you would like change update the soft keys. The next page may seem overwhelming as there will be a lot of options, the phone profile page has the majority of settings that can be found on the phone web interface. This guide will just focus on adding BLFs and Speed dials. INFO: If you are unsure of setting that you think you may need to change please contact your Service Provider. Making changes other than describe in this guide may stop your phone from functioning. Transferring a Call on Snom D7X5 Series Phones INFO: Please note the images shown here are from a SNOM D785, depending on your model the transfer key locations may differ. Some SNOMs do not have a set Transfer button, so you will only see the transfer option during a call. This process should be similar across most SNOM phones. During a call press the Transfer key, on the SNOM D785 model this is illustrated below: Blind Transfer: When the Transfer key is pressed the caller will be placed on hold. Music on Hold will be played to the caller. Next you have several options on where you would like to transfer the call: Using the Enhanced Mentored Extensions also known as BLF (Busy Lamp Fields) Select a Contact from your list Dial an extension or phone number When pressing an Enhanced Mentored Extensions soft key also known as BLF this will immediately transfer the call to that user. this is known as a Blind Transfer. Your call will end and the caller will be transferred to the destination. INFO: Please note if the destination, the person you are transferring the call too, is unavailable or busy the call will go to that subscribers voicemail. When pressing the Directory/Contacts key and depending how your phone is configured you may see multiple contact and call lists, select the appropriate one. You can select Directory this will show all Contacts, select a contact and press the enter/accept key on the phone. This will immediately transfer the call to that user. this is known as a Blind Transfer. Your call will end and the caller will be transferred to the destination. Alternatively you can transfer the call by entering an extension number or phone number.  Pressing the enter/accept key on the phone. This will immediately transfer the call to that user. this is known as a Blind Transfer. Your call will end and the caller will be transferred to the destination. Attended Transfer: While on a call, this time press the On Hold key. The caller will be placed on hold. Music on Hold will be played to the caller. This will allow you to use the second line to make another call To transfer the using an Enhanced Mentored Extensions soft key also known as BLF, press the required key and wait for the call to be answered. Or use the Directory to select a number or use the keypad to start dialling an extension or phone number. When answered introduce the call, when ready to transfer the call place that call hold, the screen will switch to the original caller which will still be on hold, and press the transfer key 2 times highlighted below. You see the screen switch between calls before the call is transferred and your call ends.