27 Jan

3CX and Call Transfer on a Yealink T20

There are two types of call transfer, Blind and Attended, I will explain the two types and how they both work.

Blind Transfer:

A “Blind Transfer” is one that allows you to transfer the call without speaking to the intended recipient, this is often used when you quickly look over your shoulder and see your colleague is there, he gives you the nod to take the call and you transfer it through.

3 Simple Steps

1. User 101 receives a call destined for extension 103
2. User 101 initiates the call transfer by pressing the “TRAN” button and entering the extension number followed by “#“, e.g. 103#
3. The User then presses the “TRAN” button again to transfer the call and finish the transfer process

Attended Transfer:

An “Attended Transfer” is where you first speak to the intended recipient and ask if they are willing to take the call, for example, your colleague is in a different room, you receive a call for him and want to see if they are available to take the call first and then either put them through or advise the caller.

4 Simple Steps

1. User 101 receives a call destined for extension 103
2. User 101 initiates the call transfer by pressing the “TRAN” button and entering the extension number followed by “#“, e.g. 103#
3. User has a private conversation with User 103
4. When User 103 is ready to take the call, User 101 presses the “TRAN” button to complete the transfer process

There is 1 additional variable in an attended transfer, what happens when the intended recipient is not available? here there is a step 5

5. If the intended recipient is not available? simply press the “X” key and then “HOLD” key to resume the call.

Share this