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Collaboration

Attended transfer

Check with a colleague first, then hand the call over prepared.

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An attended transfer lets you speak briefly with a colleague before passing a call to them. You put the caller on hold, reach the colleague, explain the situation, and then complete the handoff. The caller arrives fully introduced, the colleague is ready, and nothing falls through the gaps.

This is the transfer type to choose when context matters. A caller who has already explained a complex problem should not have to repeat themselves. An attended transfer carries that context forward.

When you'd use attended transfer

  • A receptionist has gathered the reason for a call and wants to brief the right person before connecting the caller to them.

  • A support agent needs to escalate to a specialist and wants to quickly summarise what has already been tried, before the specialist takes over.

  • An account manager is on a call that turns into a technical question, and they want to confirm the technical team member is free and briefed before connecting.

How attended transfer works in Voxbi

  1. Put the caller on hold

    While you are on an active call in the Voxbi app, initiate a transfer. The caller is placed on hold and hears your hold music while you proceed.

  2. Reach the colleague

    Dial the colleague's extension or search by name. The colleague answers and you explain who is waiting and why they are calling.

  3. Complete the handoff

    Confirm the colleague is ready, then complete the transfer. The call connects, and you drop off the line.

  4. What if the colleague is unavailable?

    If the colleague does not answer or declines, you can return to the waiting caller and try a different person or take a message, rather than leaving the caller stranded.

Frequently asked questions

What is the difference between attended transfer and blind transfer?

An attended transfer involves a brief conversation between you and the receiving colleague before the caller is connected. You stay on the line as an intermediary until the handoff is complete. A blind transfer sends the caller straight to the colleague's extension without any prior announcement. Use attended transfer when the receiving person needs context; use blind transfer for straightforward redirects where context is not needed.

Does the caller hear anything while I am speaking to my colleague?

Yes. The caller is placed on hold and hears the hold music you have configured in Voxbi. They do not hear the conversation between you and your colleague.

Can I cancel the transfer and go back to the caller?

Yes. If your colleague is busy or unavailable, you can cancel the pending transfer and return to the original caller before completing the handoff.

Does this work from a desk phone as well as the Voxbi app?

Yes. Transfer functionality is standard across SIP-compatible desk phones provisioned through Voxbi and the Voxbi softphone app on desktop and mobile.

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