If your business phone service uses Webex Cloud Calling, you can transfer calls from your Cisco desk phone or the Webex App. Call transfers are useful when a caller needs another person, department, extension, or outside number.
There are two common types of transfers: a direct transfer and a consult transfer.
Transfer Types
Direct Transfer
A direct transfer sends the caller to another person or number immediately.
Use this when you already know the correct destination and do not need to speak with the person first.
This may also be called:
- Blind transfer
- Direct transfer
- Transfer now
Consult Transfer
A consult transfer lets you speak with the person before sending the caller through.
Use this when you need to explain the call, confirm the person is available, or give context before completing the transfer.
This may also be called:
- Warm transfer
- Consulted transfer
- Announced transfer
When in doubt, use a consult transfer. Blind transfers are fast, but sometimes the person receiving the call would appreciate knowing why the call is being transferred.
How to Transfer a Call from a Cisco Desk Phone
The exact button names may vary by Cisco phone model, but the general process is similar.
To transfer a call:
- While on an active call, press Transfer.
- Enter the extension, phone number, or contact you want to transfer the call to.
- Choose whether to complete the transfer immediately or wait for the other person to answer.
- If completing a direct transfer, press Transfer again to send the call.
- If completing a consult transfer, wait for the other person to answer, explain the call, then press Transfer to complete it.
If the other person does not answer or cannot take the call, use the option on your phone to return to the original caller.
How to Transfer a Call in the Webex App
To transfer a call from the Webex App:
- While on an active call, select More or the call options menu.
- Choose Transfer.
- Search for a person, enter an extension, or type the phone number.
- Choose the transfer option available in your app.
- Complete the transfer.
Depending on your Webex setup, you may see options such as transferring immediately or consulting first.
Transferring to an Outside Number
If your company allows transfers to outside numbers, enter the number the same way you would normally dial it from your phone.
This may require:
- A full 10-digit phone number
- A dialing prefix
- An area code
- Permission to transfer externally
Some organizations limit outside transfers for security, billing, or call-routing reasons.
Transferring to Voicemail
Depending on your phone system setup, you may be able to transfer a caller directly to someone’s voicemail.
This is useful when the person is unavailable but the caller needs to leave a message.
The process may vary by company setup and phone model. If you are not sure whether direct-to-voicemail transfer is available, contact your internal phone administrator or MCC.
Before Completing the Transfer
Before transferring a call, make sure:
- You selected the correct person or department
- The caller knows they are being transferred
- You have the correct extension or number
- You know whether the transfer should be direct or consultative
- The receiving person is available, if needed
For customer-facing calls, a consult transfer is often better because you can explain who is calling and why before sending the caller through.
Common Transfer Issues
Call transfers may not work as expected if:
- The extension or number was entered incorrectly
- The receiving person is unavailable
- Outside transfers are restricted
- The phone or Webex App is not connected properly
- The user does not have permission for that transfer type
- The call is part of a queue, auto attendant, or shared line with special routing rules
- The transfer button or option is missing
If transfer problems happen repeatedly, contact MCC for support.
When to Contact MCC
Contact MCC if:
- The transfer button is missing
- Calls fail when transferred
- Transfers go to the wrong person or voicemail
- You cannot transfer to outside numbers
- Direct-to-voicemail transfer is not working
- Transfer options are different than expected
- The issue affects multiple users
- You need transfer settings changed for a department, call queue, or shared line
For urgent phone system issues, call MCC rather than relying only on email.
What to Include in Your Request
When requesting help with call transfers, include:
- Business name
- User’s name
- User’s extension or direct number
- Desk phone model, if available
- Whether the issue happens on the desk phone, Webex App, or both
- Number or extension being transferred to
- Whether the issue affects one user or multiple users
- Whether the transfer is internal or external
- Any error message shown on the phone or app
- What steps were tried