Call Transfer
You can transfer active call to your coworker, if your PBX supports that functionality. There are two types of call transfer:
- Blind transfer - immediately passes a call to a contact you've selected
- Attended transfer - you are first connected to a contact, so you can ensure he or she answers or to pass along information. The original call can then be transferred at any time.
You can configure and use both in Softphone.Pro.
Transfer call button and popup dialog window
Click the Transfer call button in the Floating Window (Active Calls window contains the same button):
Transfer call popup dialog window menu will appear. It has several elements.
1 - Use the input field to search in your contact list or to dial a phone number. The call will be transferred to that number if you press Enter.
2 - Contacts with Transfer calls to this contact flag are listed here. You can set up contacts for transfer by following instructions below
.3 - If SIP (REFER method) is checked, you will be able to select transfer option. Transfer now corresponds to Blind Transfer, Call first corresponds to Attended Transfer.
Call transfer configuration
Set up call transfer method
1. Open your SIP account settings: Settings - SIP Account - Your SIP account.
2. Choose the transfer method.
We recommend to choose SIP (REFER method) as it works well with most hosted and on-premise PBX. Please also select a default transfer option:
- Transfer now - corresponds to Blind Transfer. Transfers
- Call first - corresponds to Attended Transfer.
Default transfer option will be selected by default in a call transfer popup window, but you can select other option on call transfer popup window if needed.
DTMF prefix: you have to enter transfer prefix and postfix touch tones (DTMF, dial codes) appropriate for your PBX. You can set either Blind Transfer code or Attended Transfer code, but you will only be able to use one type of transfer.
3. Click the Save button.
Set up transfer contacts
You can create new contact and add it to transfer contacts list:
1. Open Contacts window. If you can't see Contacts window, make it visible.
2. Click the Add Contact button in Contacts window:
3. Enter Contact name and extension. Check the Transfer calls to this contact option:
4. Click the Save button.
You can also add existing contact to transfer contacts list.
1. Open Contacts window. If you can't see Contacts window, make it visible.
2. Right-click contact in Contacts window and click Edit:
3. Settings are the same as with adding new contact. Make sure contact has extension number set up. Check the Transfer calls to this contact option.
4. Click the Save button.
Unhold call on unsuccessful attended transfer
Supported in Softphone.Pro 5.7 and newer.
On unsuccessful attended transfer (PBX error, extension is busy) by default client remains on hold. You can unhold the call in Active calls window as described in this manual. To automatically unhold the client's call do the following:
1. Exit Softphone.Pro.
2. Open SoftphonePro.ini configuration file with a text editor.
3. Find UnholdCallAfterAttendedTransfer parameter and set it to 1.
4. Save changes to SoftphonePro.ini.
5. Click Save.
Call transfer usage
Blind transfer
1. Click the Transfer call button in the Active Calls window (Floating Window contains the same button):
2. If SIP (REFER method) transfer method is used, you will be able to select transfer type. Click Transfer now, if it wasn't picked by default:
3. Pick a contact for transfer from transfer contacts list (1), or use input field to search the list. You can also type in transfer number in the input field (2) and press Enter.
4. Active call will end and transfer to the contact you've chosen.
Attended transfer
1. Click the Transfer call button in the Active Calls window (Floating Window contains the same button):
2. If SIP (REFER method) transfer method is used, you will be able to select transfer type. Click Call first, if it wasn't picked by default:
3. Pick a contact for transfer from transfer contacts list (1), or use input field to search the list. You can also type in transfer number in the input field (2) and press Enter.
4. The app will put active call on hold and call the contact you've chosen for attended transfer.
5. Don't hang up after finishing the call with coworker. Click the Transfer call button in the Active Calls window.
6. Choose active call in call transfer menu. The call on hold will end and transfer to coworker's number.
7. On unsuccessful attended transfer (PBX error, extension is busy) by default client remains on hold. You can unhold the call in Active calls window as described in this manual. To automatically unhold the client's call enable UnholdCallAfterAttendedTransfer parameter as described above.