What call transfer means and when you'll use it
Call transfer is the ability to move an active phone call from one person or line to another without hanging up. When you transfer a call, the person on the line stays connected while you route them to someone else — either at your own location or to an outside number.
You might transfer a call at work when a customer needs a different department, at home when a relative calls looking for someone else in the house, or on your mobile phone when you want to hand off a conversation to a colleague. The mechanics differ slightly depending on whether you're using a landline, a mobile phone, or a business phone system, but the basic idea is the same: connect the caller to the right person without dropping them.
Key Takeaways
- Most phones have a transfer button or a hold button that lets you move a call to another extension or number without disconnecting the caller.
- On a mobile phone, you typically use the "add call" or "merge calls" feature to bring a second person into the conversation, then drop yourself out.
- On a business phone system, you usually press a transfer button, dial the extension or number, and then hang up or press transfer again to complete the move.
- The exact steps depend on your phone type and service provider, so checking your phone's manual or calling your provider can save time if the standard method doesn't work.
How to transfer a call on a landline or office phone
Most office phones and many home landlines have a dedicated transfer button or a hold button that makes this straightforward. While the caller is on the line, press the transfer button (sometimes labeled "Xfer" or "Transfer"). The call will usually go on hold automatically.
Dial the extension or phone number where you want to send the call. Wait for the person to answer — do not hang up yet. You can either announce the caller ("I have John Smith on the line about the invoice") or straightforward hand off the call. Once the receiving person is ready, press the transfer button again or hang up. The call moves to them, and you are disconnected from the conversation.
If the person you're transferring to doesn't answer or declines the call, press the button to return to the original caller. They will still be on hold. You can then try a different extension, take a message, or ask the caller if they want to hold for the person to become available.
How to transfer a call on an iPhone
iPhones do not have a traditional transfer feature the way office phones do. Instead, you use the add call feature to bring a second person into the conversation, then remove yourself.
While you're on an active call, tap the "add call" button (a plus sign in a circle, usually at the bottom of the screen). Your current caller goes on hold. Dial or search for the contact you want to bring in. When they answer, you now have both people on the line. Tap "merge calls" to combine them into one conversation. You can then tap "end call" to drop yourself out, leaving the two of them talking to each other.
If you want to speak to the second person privately before merging, tap "swap" to switch between the two calls. This lets you brief them on who is calling and why before you bring everyone together.
How to transfer a call on an Android phone
Android phones work similarly to iPhones, though the button labels and locations vary by manufacturer and Android version. During an active call, look for a button labeled "add call," "new call," or a plus icon. Tap it to put your current caller on hold.
Dial the contact you want to reach. Once they answer, you will see options to "merge" or "combine" the calls. Tap merge to put both people on the same line. You can then end your own call to leave them connected, or stay on the line if you need to remain part of the conversation.
Some Android phones also have a "swap" button that lets you toggle between the two calls before merging, so you can speak to the second person privately first. Check your phone's settings or manual if the buttons are not when ready visible during a call.
How to transfer a call on a business phone system
Business phone systems — whether they're traditional PBX systems, VoIP platforms like Cisco or Avaya, or cloud-based services like Zoom Phone or RingCentral — usually have a transfer button on the phone itself or in the software interface. The process is similar across most systems: press transfer, dial the extension, and complete the transfer.
Some systems let you do a blind transfer, where you hang up when ready after dialing the extension, sending the call through without waiting for the other person to answer. Others require a warm transfer, where you stay on the line until the receiving person picks up. Ask your IT department or phone system administrator which method your workplace uses, as blind transfers can leave callers in limbo if the extension is busy or unavailable.
If your business uses a software phone system on your computer, the transfer button is usually in the call window or toolbar. The steps are the same: click transfer, enter the extension or number, and complete the handoff.
What to do if a transfer fails or the call drops
If you transfer a call and the receiving person doesn't answer, most systems will either route the call back to you or send it to voicemail. Check your phone's display to see if the call has returned to you. If it has, you can try a different extension, take a message, or ask the caller if they want to wait.
If the call drops entirely — meaning both you and the caller are disconnected — the caller will usually hear a busy signal or be routed to voicemail. There is no way to recover a dropped call from your end. The caller will need to call back. To avoid this, always wait for the receiving person to answer before you complete the transfer, and confirm they are ready to take the call.
If transfers keep failing on your office phone, the issue may be with your phone system, your internet connection (if you use VoIP), or the extensions you're dialing. Contact your IT support or phone service provider to troubleshoot.
Transferring calls to outside numbers
You can transfer calls to phone numbers outside your organization, though the process depends on your phone system. On most office phones, you dial the full outside number (including the area code) instead of an extension. Some systems require you to dial a prefix like 9 before the number to access an outside line.
On a mobile phone, transferring to an outside number works the same way as transferring to a contact: add the call, dial the number, and merge. The person you're calling will see your number (or your business number, depending on your phone settings) rather than the original caller's number.
Be aware that transferring to an outside number may incur charges if your phone plan has limits on outgoing calls. Check with your provider or IT department if you're unsure whether a transfer will cost anything.
Frequently Asked Questions
Can the person I'm transferring to see who is calling?
On most office phones and mobile phones, yes — the receiving person will see the caller's name and number on their screen. On some business systems, they may see your number instead, depending on how the system is configured. If you want to announce the caller first, do a warm transfer and speak to the receiving person before you complete the handoff.
What happens if I hang up during a transfer?
If you hang up before the receiving person answers, the call usually goes to their voicemail or returns to the original caller. If you hang up after the receiving person has answered and you've completed the transfer, the call stays connected between the two of them. Always confirm the receiving person is ready before you disconnect.
Can I listen in after I transfer a call?
On most systems, no — once you complete the transfer and hang up, you are out of the conversation. Some business phone systems have a "monitor" or "supervise" feature that lets managers listen in on calls, but this is a separate function and requires system permissions. Check with your IT department if you need this capability.
Why does my phone not have a transfer button?
Older phones or basic mobile plans may not support transfers. On mobile phones, you can still merge calls using the add call feature. On office phones, check your phone's manual or contact your IT support — the transfer function may be accessed through a menu rather than a dedicated button, or your phone system may not support transfers at all.
Can I transfer a call if I'm on speaker phone?
Yes. The transfer process is the same whether you're on speaker or holding the phone to your ear. Just press the transfer button or add call button as you normally would. The caller will stay on hold while you dial the receiving person.