FreePBX call transfer: how to set up and use

Working on a call is the operator’s primary mission. The solution to the client's problem and his or her readiness to stay will depend on how fast he acts, his work experience and expertise in the product or service provided by the company. But sometimes the operator lacks experience or required knowledge and needs help.

In the previous article, we talked about setting up the Listen, Prompt, and Conference feature which a supervisor can use to guide a colleague out of a difficult situation. However, this may not be enough. It may be necessary to connect the client with the department that specializes in the client's issue, or with the supervisor himself in case of conflict.

For this purpose, there is a call transfer function available in softphones. This article will show you how to set up call forwarding on FreePBX.

FreePBX users can do it in two ways:

• Using the Hold feature (Hold / Unhold).

• In-call transfer using feature codes.

We recommend using the first option.

1. Setting up a transfer using the hold function:

1.1. Nothing should be done on the FreePBX side, just make sure the user has the necessary number of simultaneous outgoing calls pre-set.

1.2. To set the number of simultaneous outgoing calls, go to Applications (1) on the FreePBX main page and select the Extensions (2):

1.3. In the appeared window go to the extension settings:

1.4. Then navigate to the Advanced tab:

1.5. Find the Extension Options (1) item and set the number of concurrent outgoing calls in the Outbound Concurrency Limit (2):

Outbound Concurrency Limit – the maximum number of concurrent outgoing calls allowed for a specific extension. It is also very useful as a protection against system tampering, helping to limit the number of simultaneous calls that can be made on a hacked extension.

1.6. How to set up transfer using the Hold / Unhold function in Softphone.Pro:

1.6.1. Set up the transfer of calls on Softphone.Pro following this guide https://ru.softphone.pro/help/pbx-transfer-settings

1.6.2. Place an incoming call on hold. To do this, click the Hold button in the Active Calls window:

1.6.3. In the Softphone.Pro main window, dial the number to which the call will be transferred:

1.6.4. The new call will be displayed in the Active Calls window:

1.6.5. Click on the Transfer Call button in this window. Select or enter the number to which you want to transfer the call:

1.6.6. After the transfer, hang up the call.

2. Setting up call farwarding using feature code on FreePBX:

2.1. On the FreePBX main page, click on the Admin (1) and select the Features Codes (2):

2.2. In the Core (1) section you will find codes for call transfer:

In-Call Asterisk Attended Transfer(2) – call transfer with preliminary consultation

In-Call Asterisk Blind Transfer(3) – call transfer without consulting the transfer target

2.3. Configure call transfer on Softphone.Pro using DTMF command as described in this article: https://ru.softphone.pro/help/pbx-transfer-settings

2.4. Click the Call Transfer button in the Active Calls window. Select or enter the number to which you want to transfer the call:

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