Placing a caller on hold and transferring a call to another person are two of the most common actions during a live call. Voice supports both from the web app, mobile softphone, and physical SIP desk phones.
This article explains how hold and both transfer types work.
Placing a Call on Hold
To put a caller on hold:
- During an active call, click or tap the Hold button in the call controls.
- The caller is placed on hold. They hear hold music — your organization's configured hold music or the default library track.
- To resume the call, click Resume (or the hold button again).
A call stays on hold until you resume it or end it. You can place only one active call on hold and handle another if your setup supports multiple simultaneous calls.
Hold Music
Hold music is configured by admins under Music on Hold. You can upload your own audio tracks or use the default library. The same hold music plays for all callers who are put on hold in your organization.
Transferring a Call
Voice supports two types of transfer: blind transfer and attended transfer.
Blind Transfer
A blind transfer immediately sends the caller to another extension or number without speaking to the destination first.
- During an active call, click Transfer.
- Enter the extension or phone number you want to transfer to.
- Click Transfer Now (or the equivalent confirm action).
- The call is transferred. Your connection ends immediately.
The caller hears ringing as the destination phone rings. If the destination doesn't answer, the call may go to voicemail depending on the destination's settings.
Attended Transfer (Warm Transfer)
An attended transfer lets you speak with the destination first before completing the transfer — useful when you need to brief a colleague before handing off a customer.
- During an active call, click Transfer.
- Enter the destination extension or number.
- Click Call First (or Attended Transfer).
- The original caller is placed on hold. You call the destination and speak privately.
- When ready, click Complete Transfer to connect the caller to the destination.
- Your connection ends. The caller and the destination are now connected.
If you change your mind during an attended transfer, click Cancel Transfer to return to the original caller.
Transferring to an External Number
Both blind and attended transfers can go to an external phone number, not just internal extensions. Enter the full phone number (including country code if outside your default region) in the transfer destination field.
Transfer on Physical SIP Phones
On a physical desk phone, the transfer workflow depends on your phone model. Most phones have a dedicated Transfer button. Press it, dial the destination, and either hang up (blind) or wait for an answer and press Transfer again (attended). Refer to your phone's documentation for the exact key sequence.
FAQ
What do callers hear when they are on hold? Callers hear your organization's hold music. If no custom music is configured, they hear the system default.
Can I transfer a call to voicemail directly? Direct transfer to voicemail depends on your phone configuration. If you need this, ask your MSP admin to configure a transfer-to-voicemail shortcut for your setup.
What happens if the transfer destination doesn't answer? For a blind transfer, the caller follows the destination's normal unanswered routing — typically voicemail. For an attended transfer, you remain connected and can cancel the transfer to return to the caller.