The basic steps for transferring a call

To transfer a call on most office phones, press the Transfer button (or sometimes labeled "Xfer"), dial the extension or number where you want to send the call, wait for the person to answer or for the system to connect, then press Transfer again or hang up. The exact sequence depends on your phone system — some systems require you to wait for the other person to pick up before pressing Transfer a second time, while others let you transfer to voicemail or a department without speaking to anyone first.

Before you transfer, tell the person calling who you're sending them to and why. A quick "I'm connecting you to our billing department — they'll have your account information" takes five seconds and prevents the caller from feeling dropped into the void. If you don't know where the call should go, it's better to take a message or put them on hold while you find the right person than to transfer them blindly.

The most common mistake is hanging up too soon. On many systems, if you disconnect before the transfer is complete, the call drops entirely. Wait until you hear the other extension ringing or until the system confirms the transfer went through.

Key Takeaways

  • Press Transfer, dial the extension, and press Transfer again — but the exact order varies by phone system, so check your system's manual or ask your IT department for the right sequence.
  • Always tell the caller who you're transferring them to and why, so they know what to expect.
  • Stay on the line until you hear the other phone ringing or the system confirms the transfer, or the call may drop.
  • If you don't know where a call should go, take a message or ask a supervisor rather than transferring to the wrong department.
  • Blind transfers (sending a call without speaking to the recipient first) work on some systems but not others — know your system's rules before you use them.

Differences between warm and blind transfers

A warm transfer means you speak to the person receiving the call before you hand it over. You say something like "I have a customer asking about their invoice — can you take this?" and wait for them to say yes. Then you transfer. The caller never hears silence or an empty line, and the receiving person knows what the call is about.

A blind transfer means you transfer the call without speaking to the recipient first. You dial the extension, hear it ring or get a confirmation, and transfer immediately. This is faster, but if the person is busy, on another call, or away from their desk, the caller gets dumped into voicemail or transferred again. Blind transfers work well for high-volume situations where you know the department is staffed, but they frustrate callers when they land in the wrong place.

Most offices use warm transfers for customer-facing calls and blind transfers for internal calls between employees. Ask your supervisor which method your office prefers, or watch how experienced staff handle calls and follow their pattern.

What to do if the transfer fails

If the call drops after you transfer, the caller will usually call back or the system may route them to a general line. If you realize the transfer failed while the caller is still on the line with you, apologize and try again — this time, stay on the line longer or use a warm transfer so you know the other person is ready.

If you transfer to an extension that's busy or doesn't answer, the call may go to that person's voicemail. Some systems let you interrupt and retrieve the call; others don't. Check your phone's manual or ask IT how to pull a call back if it goes to voicemail by mistake. If you can't retrieve it, call the person you transferred to and let them know a call is in their voicemail, so they don't miss it.

If your office uses a call queue or hold system, you may be able to see whether an extension is available before you transfer. Use that information — don't transfer to someone who's already on a call unless it's urgent.

Transferring calls to voicemail or departments

Many phone systems let you transfer directly to someone's voicemail without ringing their extension first. This is useful when you know the person is busy or away. The process is usually: press Transfer, dial the extension followed by a special code (often # or *), then press Transfer again. Your system may use a different code — check with IT or your phone's quick-reference card.

Transferring to a department or queue (like "press 1 for sales, press 2 for support") works the same way as transferring to a person. Dial the department code, wait for the system to acknowledge it, then press Transfer. The caller will hear the department's greeting or hold music while they wait for the next available person.

If your office has a phone directory or extension list, keep it at your desk or bookmarked on your computer. Knowing the right extension or department code before you answer the call makes transfers faster and more accurate.

Finding your phone system's transfer method

Different phone systems — whether you use Cisco, Avaya, Polycom, or a cloud-based system like Microsoft Teams or Zoom — have slightly different transfer buttons and sequences. The fastest way to learn is to ask your IT department or a coworker who's been there longer. They can walk you through it in person, which takes two minutes and saves you from transferring calls to the wrong place.

Most office phones have a printed quick-reference card taped to the base or in a nearby drawer. Look for a section labeled "Transfer," "Call Routing," or "Features." If your phone doesn't have one, ask IT to print one or send you a PDF. Write down the exact steps and keep them visible until the process becomes automatic.

If you're working from home or using a softphone (a phone application on your computer), the transfer button may be on screen instead of a physical button. Look for a button labeled "Transfer" or an icon that looks like an arrow or phone with a plus sign. The logic is the same — press it, dial, and press it again — but the location is different.

Common transfer mistakes and how to avoid them

Transferring to the wrong extension happens when you dial too fast or misread the directory. Slow down, double-check the number before you dial, and if you're not sure, ask the caller to hold while you verify. A 30-second delay is better than sending someone to the wrong department.

Transferring without telling the caller where they're going leaves them confused and frustrated. Always say the person's name or department and why you're sending them there. "I'm connecting you to Maria in accounting — she handles refunds" tells them what to expect.

Hanging up too soon after pressing Transfer is the most common reason calls drop. Wait until you hear the other phone ringing, hear the person answer, or see a confirmation message on your phone's screen. If you're not sure the transfer went through, stay on the line for a few extra seconds.

Transferring a caller who's already frustrated without a warm transfer can make things worse. If someone is upset, take a moment to speak to the person you're transferring to first. Let them know the caller is frustrated and give them context. This prevents the caller from having to repeat their problem.

Frequently Asked Questions

What's the difference between transfer and conference?

Transfer sends the call to someone else and disconnects you. Conference keeps you on the line with both the caller and the person you dialed, so all three of you can talk together. Use transfer when you're handing off the call completely. Use conference when you need to stay involved or introduce the two parties.

Can I transfer a call to my cell phone?

Some office phone systems let you transfer to an external number like your cell phone, but most don't for security reasons. Ask your IT department whether your system supports external transfers. If it does, the process is usually the same — dial the full phone number including area code, then press Transfer.

What happens if I transfer a call and the person doesn't answer?

The call usually goes to that person's voicemail. Some systems let you retrieve the call by pressing a button or dialing a code; others don't. If you can't get the call back, call the person and let them know a voicemail is waiting. If it's urgent, ask them to check their voicemail right away.

How do I transfer a call on a cell phone or mobile device?

Most cell phones don't have a transfer feature the way office phones do. Instead, put the first caller on hold, call the second person, and when they answer, tell them about the first call. Then hang up or switch between the two calls. Some business phone apps (like Microsoft Teams or Cisco Webex) do have transfer buttons — look for a transfer icon or ask your IT department.

Can I transfer a call to someone who's already on another call?

Yes, the call will go to their voicemail or into a queue if your system uses one. If you need to reach them urgently, stay on the line and try a warm transfer — call them directly and ask if they can take another call, or ask them to call you back when they're free so you can brief them before transferring.