The basic steps for transferring a call depend on your phone system
Most office phones transfer calls using one of two methods: you either press a button labeled Transfer (or a soft key on a digital phone), speak to the caller, then dial the person's extension; or you press a button, dial the extension first, and speak to the recipient before completing the transfer. Some systems use a third method where you conference the caller and recipient together instead of disconnecting yourself. The exact sequence matters because pressing buttons in the wrong order can drop the call or send it to voicemail.
Your phone's model and your company's system determine which method you use. A receptionist at a desk phone with 20 lines works differently than someone at a desk phone with 4 lines, and both work differently than someone using a softphone (a phone process on a computer). Before you transfer your first call, find out which system your office uses and locate the Transfer button or key on your specific phone.
Key Takeaways
- The Transfer button is usually on the phone's keypad or displayed as a soft key on digital and internet-based phones, and pressing it pauses the current call so you can dial an extension.
- Most systems require you to speak to the person receiving the call before you complete the transfer, so they know who is calling and why.
- If the extension does not answer or the line is busy, you can usually press Transfer again or a Cancel button to return to the original caller.
- Blind transfers (sending a call without speaking to the recipient first) are faster but riskier, and whether your system allows them depends on your company's phone setup and policies.
Finding the Transfer button on your phone
On a traditional desk phone with physical buttons, the Transfer button is usually on the left or right side of the keypad, sometimes labeled "Xfer" or "Trans". On newer digital phones and softphones, Transfer appears as a soft key — a button on the screen or at the edge of the handset that changes depending on what you are doing. When you are on a call, the Transfer soft key lights up or becomes available to press.
If you cannot find it, check the phone's user manual (often taped to the bottom or back of the phone) or ask a colleague who uses the same model. Your company's IT department or phone system administrator can also tell you where it is and walk you through the steps for your specific setup. Do not guess and press random buttons during a live call — you risk disconnecting the caller or sending them to the wrong place.
The standard transfer process: speak first, then transfer
This is the most common method and the safest for the caller. Press the Transfer button while the caller is on the line. The call is placed on hold (the caller hears hold music or silence). You then dial the extension of the person you want to reach. When they answer, you speak to them briefly — tell them who is calling and why, so they know what to expect. If they agree to take the call, you press Transfer again (or a Confirm button) to connect the caller to them, and you disconnect from the call.
If the extension does not answer after a few rings, or if the line is busy, you can usually press a Cancel or Back button to return to the original caller without dropping them. You then tell the caller that the person is unavailable and offer to take a message or transfer them elsewhere. This method protects both you and the caller because the recipient knows the call is coming and can prepare.
Blind transfers: sending a call without speaking first
A blind transfer skips the step of speaking to the recipient. You press Transfer, dial the extension, and when ready press Transfer again without waiting for an answer. The call goes through whether or not anyone picks up. This is faster but riskier — if the extension is wrong, if the person is not there, or if they are already on another call, the caller reaches voicemail or gets a busy signal with no one to help them.
Some office phone systems do not allow blind transfers at all; others require you to enter a code or press a specific key combination to do one. Check your company's phone policy or ask your IT department whether blind transfers are permitted. Even if they are allowed, most offices discourage them for customer-facing calls because they can frustrate callers. Use them only for internal calls when you are certain the extension is correct and the person is expecting the call.
What to do if the transfer fails or the call drops
If you dial the extension and no one answers, stay on the line and listen. Some systems ring for 10 to 15 seconds before going to voicemail; others ring for only 3 to 5 seconds. If you want to give the person more time to pick up, press a button to return to the caller (usually labeled Back, Cancel, or Return), tell them you are still trying to reach the person, and ask if they want to wait or leave a message instead.
If the call drops after you have transferred it, you cannot reconnect the caller to the person they were speaking with — the call is already gone. The best you can do is have the caller call back or transfer them to a general line where someone else can help. To prevent this, always confirm the transfer went through by listening for the connection to complete before you hang up, or ask the recipient to call you back if the transfer fails.
Transferring calls on softphones and computer-based systems
If your office uses a softphone (a phone process on your computer or mobile device), the transfer process is the same but the buttons look different. Instead of a physical Transfer button, you click a Transfer button on the screen. The hold, dial, and confirm steps are identical. Some softphones also show you a list of extensions or employee names that you can click instead of typing the extension number, which reduces the chance of dialing wrong.
Internet-based phone systems (VoIP) sometimes add extra features like the ability to see whether an extension is busy or available before you transfer, or to send a message to the recipient asking if they can take the call. Check your softphone's help menu or ask your IT department what features are available in your system. The core transfer steps remain the same across all systems.
Transferring to external numbers and departments
Transferring to someone outside your company (a client, vendor, or partner) usually requires you to dial their full phone number instead of an extension. Some systems ask you to dial 9 first to access an outside line, then the number. Other systems do this automatically. Ask your IT department or a senior colleague how to dial out from your phone before you try it during a call.
Transferring to a department (like Sales or Support) instead of a specific person usually means dialing a main extension that routes to a queue or receptionist. That person or system then directs the call to the right person. This takes longer than transferring to an individual, so use it only when you do not know who should handle the call or when the person the caller needs is unavailable.
Frequently Asked Questions
What happens if I press Transfer twice by accident?
On most systems, pressing Transfer twice completes the transfer and disconnects you from the call, even if the recipient has not answered yet. If you realize you made a mistake, press Cancel or Back when ready to return to the original caller. Always wait for the recipient to answer and confirm they can take the call before you press Transfer the second time.
Can I transfer a call to someone who is already on another call?
Yes. Most office phones allow you to transfer a call to someone who is busy; the call goes to their voicemail or to a queue. However, the person will not see the incoming call until they finish their current call and check voicemail or their call log. For urgent transfers, speak to the person first and ask if they can take another call, or transfer to a general department line instead.
How do I transfer a call if I do not know the person's extension?
Ask the caller if they know the extension, or check your company's directory (usually posted near the phone or available on the company intranet). If you cannot find it, transfer the call to a receptionist or main line where someone can look it up. Never guess an extension — you risk sending the caller to the wrong person or department.
What is the difference between a transfer and a conference call?
A transfer disconnects you from the call after the recipient picks up; a conference call keeps you on the line with both the caller and the recipient. To start a conference, you usually press a Conference button instead of Transfer after the recipient answers. Use a conference when you need to stay involved in the conversation or when the caller needs information from both you and the recipient.