Warm transfers?

[treefiddy]

Hi,

Am I to understand that the ability to warm transfer doesn't really exist in 3CX?

The method of starting a conference does work but only for one caller. If that conference is still going, and the same agent needs to do another warm transfer, it will join the new caller into the same existing conference. This isn't an acceptable solution. It would be ok if each conference that was made on demand was unique, but they aren't.

 

[JohnS_3CX]

Hi @treefiddy

Can you explain how you would define a warm transfer?

I take it you are referring to something different that what we would define as an attended-transfer. (i.e a receptionist receives a call, the caller is put temporarily on hold while the receptionist informs the manager, and if they wish to take the call, the receptionist completes the transfer to the manager)

 

[treefiddy]

Hi @treefiddy

Can you explain how you would define a warm transfer?

I take it you are referring to something different that what we would define as an attended-transfer. (i.e a receptionist receives a call, the caller is put temporarily on hold while the receptionist informs the manager, and if they wish to take the call, the receptionist completes the transfer to the manager)

Yes, we are aware of the attended transfer but would like to be able to do a warm transfer where all three parties are on the line briefly, then the original agent drops off. Like I explained above, the current method of using a conference causes issues.

 

[JohnS_3CX]

In that case yes, your original description is correct.

The only work-around way to do it would be to set up ad hoc conferences via 700 and use them with their unique conference ID I believe

 

[Nicholas-TM]

@treefiddy What phones are you using?

Depending on the make/model of what you are using, you can enable a "transfer on conference hang up" for the IP phone conference functionality.

Grandstreams for example, using a custom template or manually from the web UI you can enable an option to connect the two remaining parties together when the initiator of the conference drops.

See option P2304 in the Grandstream template.

 

[treefiddy]

JohnS_3CX, that isn't actually a workable solution though.

Nicholas-TM, we use Yealink phones. This is good info for sure. Unfortunately our users that really need this are using the softphone.

I would make a post in the ideas forum but can no longer do that...