Solved Is it possible to transfer between lines?

[Matt Ryan]

Hey, just trying to find out if it's possible to transfer a call from Line 1 to Line 2.

The use case is as follows:

A receptionist is on the phone to a customer, then need to speak to Person X.
They are using Outlook with Click to Call to locate the person (large organisation and need the Job Title and Org structure available in Outlook as they often need to locate the manager of a department, etc). When they press click to call in Outlook, the initial call goes on hold on Line 1 and the new call engages Line 2.

Is there a way to transfer Line 1 or Line 2 or visa versa in this case? Or will they need to hang up Line 2 and go through the normal transfer process?

Thanks

 

[NickD_3CX]

What are you using to make the calls? Does the click to call open the e.g. Windows 3CX Client to make the call? Are you using a deksphone (so 3CX client in CTI mode)?

If you are using the 3CX Windows Client, I think you could use the drag'n'drop feature of the Switchboard. You drag the active call you want onto the extension you want to transfer to and the transfer happens.

 

[Matt Ryan]

Thanks for the reply, I've tried using the Web Client and the Softphone and get the same results.

I can drag and drop onto extensions and that works fine, and transfer in general works fine. But the situation is when I've answered a call (which consumes Line 1 slot) and they want to talk to another person. They also want to find the person using Outlook and the 3CX Click to Call Outlook plugin.

When they right-click in Outlook and press "Click to Call in 3CX", it does that and uses the Line 2 slot.

The challenge is, can I bring Line 1 and Line 2 together?

I know it's a rather niche situation, but the customer relies on Outlook for the organisation structure and job title and they find people using this. As it stands, I can't have Job Title or who their manager is within 3CX, so they have to use Outlook for this function.

I was hoping they could use the Outlook click to call and then do a transfer. But I just can't find a way to do it/

So the call flow would be this.

Customer calls in and gets answered on Line 1.
They ask to talk to "Bob from accounts"
The receptionist locates Bob using Outlook, right-clicks "Call with 3CX"
This uses Line 2 and places Line 1 (customer) on hold
They now need to transfer Line 1 to Line 2

 

[tex]

You are describing a "warm transfer" (supervised transfer). It's a pretty basic PBX function.

 

[Matt Ryan]

Yeah, and I can do it using the buttons on a call, but I'm having trouble when the 2nd call (the introduce part) is initiated by using the Click to Call plugin within Outlook.

All works exactly as planned if the 2nd call is initiated using the Transfer or Attended Transfer button, but doesn't work when using the Click to Call.

 

[tex]

I haven't used the Click to Call function but I'm guessing that the plugin is not aware of the first call. It is put on hold by the Softphone because it knows that line 1 is in use.

 

[NickD_3CX]

Try this:

1. Answer the initial call (Line 1)
   
2. Press Att. Transfer in the 3CX Windows Client but do not write any number (Line 2).
   
3. Open outlook, find the contact, right-click "Call with 3CX"

Does this load the number into Line 2? If yes, then you should be able to do it then.

 

[Matt Ryan]

Absolute legend! That works perfectly.

Thank you so much for that, seems like a trivial thing, but it's going to save me a lot of headaches!

Thanks again

 

[NickD_3CX]

Glad we could help!