How to Transfer Calls Between Extensions
How do I transfer a call to another person or department?
Overview
Transferring calls is something you'll do dozens of times a day. There are two types: "blind" transfers (you just send the call) and "warm" transfers (you talk to the recipient first). Both take about 3 seconds once you know the steps.
This guide covers both methods on the most common VoIP systems.
Step-by-Step Instructions
Know the two types of transfers
**Blind transfer (cold transfer)**
You send the caller directly to another extension. The caller hears ringing, then the other person picks up. Use this when:
- The recipient is definitely available
- It's a simple handoff (like transferring to a department)
- You're in a hurry
**Warm transfer (attended transfer)**
You put the caller on hold, call the recipient, brief them, then connect the call. Use this when:
- The caller has a complex issue to explain
- You want to make sure someone's available before transferring
- You're providing VIP service
Most business calls should use warm transfers — it's more professional and wastes less of the caller's time.
- •If you blind transfer and no one answers, the call usually goes to that extension's voicemail
- •Some systems let you "cancel" a warm transfer and go back to the original caller
Blind transfer on desk phones
The exact buttons vary by phone model, but it's usually:
1. While on a call, press **Transfer** (or "Xfer")
2. Dial the extension number (e.g., 205)
3. Press **Transfer** again (or hang up)
That's it. The caller is now ringing the other extension.
**Common button labels:**
- Cisco: "Transfer"
- Polycom: "Trnsfer" or "Xfer"
- Yealink: "Transfer"
- Grandstream: "TRANSFER"
- •Write down commonly-used extensions on a sticky note until you memorize them
- •If you make a mistake, press "Cancel" before the second Transfer to get back to your caller
Warm transfer on desk phones
1. While on a call, press **Transfer** (this puts the caller on hold)
2. Dial the extension number
3. Wait for the person to answer
4. Brief them: "Hi Sarah, I have John from ABC Company on the line about his invoice question"
5. Press **Transfer** again to connect them
If the recipient doesn't answer or can't take the call:
- Press **Cancel** or the flashing line button to return to your original caller
- Let them know and offer alternatives (voicemail, callback, different person)
- •Always tell the caller you're putting them on hold before transferring
- •If the person says they're busy, offer to take a message instead of bouncing the caller around
Transfer calls on mobile apps
Most VoIP mobile apps have similar controls:
**RingCentral app:**
1. Tap **More** (three dots) during a call
2. Tap **Transfer**
3. Search for the person or enter extension
4. Choose **Ask First** (warm) or **Transfer Now** (blind)
**Nextiva app:**
1. Tap **Transfer** icon
2. Enter extension or search contacts
3. Tap **Warm Transfer** or **Blind Transfer**
**Microsoft Teams:**
1. Tap **More** (...)
2. Tap **Transfer**
3. Search for person
4. Choose **Transfer** (blind) or **Consult then transfer** (warm)
- •Favorite your most-transferred contacts for faster access
- •Most apps show extension numbers in the contact details
Transfer to external numbers
You can usually transfer to outside phone numbers too, not just internal extensions:
1. Start the transfer process as normal
2. Instead of an extension, dial the full phone number (e.g., 212-555-1234)
3. Complete the transfer
**When to use this:**
- Transferring to a colleague's cell phone
- Connecting a caller to a vendor or partner
- Sending calls to an answering service after hours
Note: Some systems restrict external transfers to prevent abuse. Check with your admin if it doesn't work.
- •External transfers may count against your outbound minutes
- •For frequent external transfers, consider adding that number as a "virtual extension"
Common Issues & Solutions
The transfer button doesn't do anything
Make sure you're on an active call first. The transfer function only works mid-call. Also check if your user role has transfer permissions.
Caller ends up in the wrong voicemail
Double-check the extension number. Many systems have similar extension numbers (205 vs 250). Create a contact list with names to avoid dialing errors.
I can't transfer to external numbers
This feature may be disabled by your admin for security reasons. Contact your system administrator to enable external transfers for your extension.
Frequently Asked Questions
What happens if I hang up during a warm transfer?
The caller stays connected to whoever you transferred them to. Hanging up completes the transfer — that's actually the normal way to finish a warm transfer.
Can I transfer calls to a ring group or queue?
Yes. Ring groups and queues have extension numbers just like individual users. Transfer to that extension and the call will follow the group's routing rules.
How do I transfer a call back to the receptionist?
Transfer to extension 0 (zero) on most systems, or whatever extension your receptionist/auto-attendant uses. Check with your admin for your specific setup.
Need More Help?
Compare VoIP providers and find the perfect solution for your business.