What call transfer means and when you need it

Call transfer means routing an incoming call from one phone line or device to a different phone line or device. You might transfer a call because the person who should answer it is at a different desk, because you need to hand off a customer to a specialist, or because you want calls meant for your business line to ring on your personal phone while you're away from the office.

The method you use depends on what kind of phone system you have — a traditional landline with a PBX (private branch exchange), a VoIP service like Vonage or Ooma, a cell phone carrier's call forwarding feature, or a cloud-based business phone system like RingCentral or 8x8. Each one works differently and has different limits on where calls can go.

This guide covers the main ways to transfer calls and what each one actually does. It does not cover transferring calls within a single app like Zoom or Google Meet, which have their own built-in transfer buttons.

Key Takeaways

  • Call forwarding sends all incoming calls to a different number automatically, while call transfer sends only the current call to someone else.
  • Most cell phone carriers offer call forwarding through your phone's settings or by dialing a code like *72, and you can turn it off the same way.
  • Business phone systems like RingCentral and 8x8 let you transfer calls by pressing a button or dialing an extension, and the original caller stays on the line until the transfer completes.
  • VoIP services vary in their transfer features — some offer full call transfer, others only offer call forwarding, so check your service's documentation first.
  • Transferring a call to voicemail or to an external number requires different steps depending on your phone system, and some systems charge per transfer or limit how many you can make.

Call forwarding on your cell phone

If you want all calls to your cell phone to ring on a different number instead, use your carrier's call forwarding feature. This is the simplest method for personal phones and requires no equipment or subscription beyond your existing cell plan.

On most carriers, you can turn call forwarding on through your phone's settings. Go to Settings > Phone (or Calls) > Call Forwarding and enter the number where you want calls to go. The exact path varies by phone model — iPhones and Android phones have slightly different menus — but the feature is built in.

You can also set up call forwarding by dialing a code. The standard code is *72 followed by the phone number (for example, *72-555-0123), then press Call. To turn it off, dial *73. These codes work on most major carriers including Verizon, AT&T, and T-Mobile, though some carriers use different codes, so check your carrier's website if *72 does not work.

When call forwarding is on, the original caller does not know their call was forwarded — they just hear it ring on the new number. If the new number does not answer, the call goes to voicemail on the new number, not back to your original phone.

Transferring calls on a business phone system

If you use a cloud-based business phone system like RingCentral, 8x8, Vonage Business, or Ooma Office, call transfer works differently than cell phone forwarding. These systems let you transfer the current call to another person or extension while you stay on the line until the transfer completes.

The steps depend on your system, but the basic process is the same: press the transfer button (usually labeled Transfer or Xfer), enter the extension or phone number of the person you want to transfer to, and press Send or Call. The system dials that person. When they answer, you can speak to them briefly before disconnecting, or you can transfer the call when ready without speaking first.

Most business systems also let you transfer to voicemail directly. If the person you are transferring to does not answer within a set time (usually 15 to 30 seconds), the call automatically goes to their voicemail instead of ringing back to you. Some systems let you set this timeout yourself in your phone settings.

If you need to transfer a call to an external number (someone outside your company), check whether your system allows it — many business plans restrict external transfers to prevent fraud or limit them to certain numbers you add to an approved list first. Your system administrator can usually add external numbers if needed.

Transferring calls on a traditional office phone system

Older office phone systems with a PBX (a box that sits in a closet and routes all the office phones) work similarly to cloud-based systems but use different buttons and codes. To transfer a call, press the Transfer or Flash button on your phone, listen for a dial tone, dial the extension of the person you want to transfer to, and press Transfer again or hang up.

Some older systems use a code instead of a button — you might dial *2 or #2 followed by the extension. The exact method depends on your phone model and your PBX software, so ask your IT department or phone vendor for the steps specific to your system.

If the person you are transferring to does not answer, the call usually rings back to you after 15 to 30 seconds. You can then try transferring to someone else, send the call to voicemail, or pick the call back up yourself.

Transferring calls on a VoIP service

VoIP services like Vonage, Ooma, MagicJack, and others vary widely in their transfer features. Some offer full call transfer like a business system, while others only offer call forwarding. Before you set up transfers, check your service's documentation or call their support line to confirm what is available on your plan.

If your VoIP service offers call transfer, the process usually happens through a web portal or a phone app rather than buttons on the phone itself. Log into your account, find the call transfer or call routing settings, and enter the number or extension you want to transfer to. Some services let you set up rules — for example, "transfer all calls after 5 p.m. to my cell phone" — while others require you to start each transfer manually.

Some VoIP services charge a small fee per transfer or include a limited number of transfers per month before charging extra. Check your service agreement or billing page to see whether transfers are included in your plan or cost extra.

Transferring calls between your phone and a computer

If you have a desk phone and a computer at the same desk, you might want to transfer calls between them — for example, to take a call on your computer's speaker so you can type notes, or to move a call back to your desk phone if your computer is running low on battery.

This works only if your phone system supports it. Most modern business phone systems (RingCentral, 8x8, Vonage Business) have a desktop app that lets you answer and transfer calls from your computer. The app usually shows a button to transfer the call to your desk phone or to another person. Check your system's app documentation for the exact steps.

If your system does not have a desktop app, you can use call forwarding to send calls from your desk phone to your computer's phone number (if your computer has a phone number through a service like Skype or Google Voice), but this is less common and may not work smoothly.

What happens to the caller during a transfer

When you transfer a call, the caller usually hears hold music or silence while the transfer is happening. The length of this wait depends on how quickly the person you are transferring to answers. If they do not answer within the timeout period (usually 15 to 30 seconds), the call goes to their voicemail, or it rings back to you so you can try again.

Some phone systems let you customize the hold music or add a message like "Please hold while I connect you." If you want to change what callers hear, log into your phone system's settings or ask your IT department or phone vendor how to upload custom hold music.

If the transfer fails — for example, if the person's line is busy or their phone is off — the call usually comes back to you. You can then try transferring to someone else, send the call to voicemail, or take a message.

Common mistakes and how to avoid them

The most common mistake is forgetting to turn off call forwarding after you no longer need it. If you set up call forwarding to your cell phone while you were out of the office and then forget to turn it off, all your calls will keep going to your cell phone even after you return to your desk. Set a reminder on your calendar to turn it off, or use your phone's settings to schedule call forwarding to turn off at a specific time.

Another mistake is transferring a call to the wrong number or extension. Always confirm the number before you press Transfer, especially if you are transferring to an external number. If you transfer to the wrong place, the caller will reach a stranger, and you will not know what happened to your call.

A third mistake is not telling the caller who you are transferring them to or why. A quick sentence like "I am going to transfer you to our billing department — they can help you faster than I can" makes the transfer feel intentional rather than like you are passing them off. It also helps the person who receives the call understand why they are getting the transfer.

Frequently Asked Questions

Can I transfer a call to someone's voicemail without them knowing?

Yes, most business phone systems let you transfer directly to voicemail. Press Transfer, dial the extension, and instead of waiting for them to answer, press a button or code (often *1 or #1) to send the call to voicemail when ready. The person will not know you transferred the call — they will just see a voicemail waiting. Check your system's documentation for the exact code.

What if I transfer a call and the person I transferred to does not answer?

The call usually goes to that person's voicemail after 15 to 30 seconds, or it rings back to you so you can try again. Some systems let you set what happens — for example, you can choose whether the call goes to voicemail or comes back to you. Check your phone system's settings to see if you can customize this.

Can I transfer a call to a number outside my company?

It depends on your phone system. Most cloud-based business systems allow external transfers, but some restrict them to prevent fraud. If your system does not allow external transfers by default, ask your IT department or phone vendor to add the external number to an approved list. Personal cell phone call forwarding works with any number.

Does the caller know their call was transferred?

Not automatically. They will hear hold music or silence while the transfer is happening, but they will not see a notification that the call was transferred. If you want them to know, tell them before you transfer — for example, "I am connecting you with our technical support team."

Can I transfer a call back to the person who transferred it to me?

Yes. If someone transfers a call to you and you need to send it back to them, press Transfer, dial their extension, and complete the transfer. Most systems handle this smoothly, though some older systems may have trouble with call loops. If the transfer fails, pick up the call and ask the original person to try a different approach.