Summary

If a call in Microsoft Teams needs to be transferred to another department or a colleague, two options are available:

1. Blind Transfer – This is where the call is simply transferred directly to the other person.
   This is appropriate, for example, when the call is being transferred into a call queue.
   
   
2. Consultative / Attended Transfer – This is where the other person is spoken to before the call is transferred.

In this blog, we’ll look at the Consultative / Attended Transfers option.

How to transfer a call in Microsoft Teams Phone

1. When the call is in progress, click on the More icon.

2. Then, click on Consult, then Transfer.

NOTES:

• The caller is automatically placed on hold and a new dialog box is displayed allowing you to search for the person you want to transfer the call to. You can also type the external number, if for example you are transferring the call to someone’s mobile.

In this example we are going to Transfer the call to Carol Smith.

3. Begin typing then the name, until you see the person you want to transfer the call to.

4. Then select that person. In this example the person is Carol Smith.

5. You now have a choice as to how you want to contact Carol. You can start a chat, or you can make a call.

Attended transfer by chat

6. Click on the Chat button – a chat window with Carol will appear.

7. Now you can start a conversation with Carol and ask if they would like to accept the call.

8. To transfer the caller to Carol, simply press the Transfer button at the top of the chat window.

9. The “Transferring” window will continue to display until the call is answered by Carol.

Attended transfer by call

10. Click on the down arrow showing against the Chat and you’ll see the contact numbers for Carol.

11. Click on Teams audio call.

12. A call is placed to Carol. In this example Carol answers the call.

13. When Carol is ready to accept the call, press the Transfer button at the top of the Microsoft Teams window.

14. The Transferring window will continue to display until the call is either answered by Carol, or the call is re-directed to Voicemail.

Further Information

If you have any questions about this or need assistance, then please contact the GCC Group Support Team on 0345 260 1151 or servicedesk@gccgroup.co.uk