The basic steps to transfer a call depend on your phone system
Most office phones transfer calls using a combination of buttons and numbers. The exact method varies by phone model and system — a desk phone on a traditional PBX system works differently from a VoIP phone or a cell phone with call transfer features. The most common approach is to press a transfer button (or the number 0), enter the extension or number you want to reach, and then hang up or press a confirmation button. Some systems require you to wait for the person to answer before completing the transfer; others let you transfer without speaking to them first.
Before you transfer, know whether your system supports blind transfers (sending the call without speaking to the recipient first) or requires warm transfers (speaking to the recipient before handing off the call). Warm transfers take longer but reduce the chance of sending a caller to the wrong person. Blind transfers are faster but risk leaving a caller on hold if the recipient is unavailable or the extension is wrong.
Key Takeaways
- Most office phones transfer calls by pressing a transfer button, dialing the extension, and hanging up or pressing a confirmation key.
- Warm transfers (speaking to the recipient first) are safer but slower; blind transfers are faster but risk sending the caller to the wrong place.
- If you do not know your phone system type or your extension list, ask your IT department or check the phone manual on your desk.
- Transferring to an outside number usually requires dialing 9 first to access an outside line, then the full phone number.
- If a transfer fails, the call typically returns to you or goes to voicemail rather than dropping entirely.
How to do a warm transfer (speaking to the person first)
A warm transfer lets you brief the recipient before handing off the call. Press the transfer button on your phone — this is often labeled "Xfer" or "Transfer" — or press 0 or a similar code your system uses. The caller is usually placed on hold automatically. Dial the extension or outside number of the person you want to reach. When they answer, explain who is calling and why. Once they agree to take the call, press the transfer button again or press a confirmation key (often #) to complete the handoff. Then hang up your phone.
If the person you are transferring to is unavailable or declines the call, you can press a button to return to the caller and either take the call yourself, transfer to someone else, or offer to take a message. The exact button varies by system — check your phone's label or your employee handbook.
How to do a blind transfer (sending the call without speaking first)
A blind transfer is faster because you do not wait for the recipient to answer. Press the transfer button, dial the extension or number, and immediately hang up or press the confirmation key without waiting for an answer. The call goes directly to that person's phone or voicemail. This works well when you know the person is at their desk or when you are confident about the extension, but it risks sending a caller to the wrong place or to someone who is not available.
Some phone systems do not allow blind transfers to outside numbers for security reasons. If you are transferring to an external phone number, you may be required to wait for someone to answer before completing the transfer.
Transferring calls to outside phone numbers
Transferring to a number outside your office usually requires an extra step. Press the transfer button, then dial 9 (or another access code your company uses) to get an outside line. Then dial the full phone number, including the area code. Wait for someone to answer or follow your system's rules for blind transfers. Some offices restrict outside transfers to certain employees or require you to dial a code first; check with your manager or IT department if you are unsure.
If you are transferring a caller to a cell phone or personal number, make sure you have permission from both the caller and the person receiving the call. Some companies have policies about transferring client calls to personal devices.
What to do if the transfer fails
If a transfer does not go through, the call usually returns to your phone or goes to the recipient's voicemail. You will hear a tone or see a message on your phone's screen. If the call returns to you, you can try again with a different extension, transfer to a voicemail box, or ask the caller if they want to leave a message. Do not simply hang up, as this may disconnect the caller entirely.
Common reasons transfers fail include dialing a wrong extension, transferring to someone who is on another call, or a system glitch. If transfers consistently fail, contact your IT department — there may be a setting on your phone that needs adjustment, or the system may be experiencing an outage.
Finding the right extension or number to transfer to
Most offices have an employee directory posted near the phone, in an email, or in a shared document. Ask your manager or a coworker for the directory if you do not have one. Many companies also have an automated attendant — when you dial 0 or press a button, a recorded voice lists departments and extensions. Write down frequently used extensions on a sticky note by your phone to speed up transfers.
If you do not know someone's extension and cannot find it in the directory, transfer the caller to the main reception desk or to the department's general line. The receptionist or department staff can route the call to the right person. This is slower but more reliable than guessing an extension.
Phone system differences: PBX, VoIP, and cell phones
A traditional PBX system (Private Branch Exchange) uses a physical phone on your desk connected to a central switchboard. Transfers typically use a dedicated transfer button and require you to dial extensions. A VoIP system (Voice over Internet Protocol) works through your computer or an internet-connected desk phone and often has on-screen transfer options in addition to button-based transfers. A cell phone with call transfer capability (available on most modern phones) uses a different method — you usually press a button to put the current call on hold, dial the new number, and then press a button to merge the calls or transfer.
Your IT department or phone system manual will tell you which type your office uses. If you are new to the job, ask a coworker to walk you through a transfer on your specific phone model — it takes five minutes and prevents confusion later.
Frequently Asked Questions
What happens if I hang up before the transfer is complete?
In most cases, the call is transferred anyway and the caller reaches the person you dialed. However, if you hang up during a warm transfer before pressing the final confirmation button, the call may return to the caller's original entry point or go to voicemail. Always wait for a tone or message confirming the transfer went through before hanging up.
Can I transfer a call back to the person who transferred it to me?
Yes. Press the transfer button, dial the extension of the person who transferred the call to you, and complete the transfer. This is common when a call reaches the wrong department. The original person can then route it correctly or take a message.
What if the person I am transferring to is already on a call?
On most systems, the call goes to their voicemail or a queue. Some phones show a busy signal or a message on your screen. If you are doing a warm transfer, the person will tell you they are busy and you can ask if they want to take the call or if you should try someone else.
How do I transfer a call to voicemail directly without ringing the person's phone?
This depends on your system. Some offices allow you to dial a code followed by the extension (such as *71 then the extension) to send a call straight to voicemail. Ask your IT department or check your phone manual for the correct code, as it varies by system.
Can I transfer multiple calls at once?
No. You can only transfer one call at a time on a standard office phone. If you have multiple calls on hold, you transfer them one by one. Some advanced phone systems allow call conferencing, which lets you connect three or more people on one line, but that is different from transferring.