What call transfer means and when you'd use it

Call transfer is when you redirect an incoming call from one phone to another phone while you're on the line. You answer the call, press a button or dial a code, and the caller connects to a different number — either another person's phone or a voicemail system. The original caller doesn't have to hang up and dial again.

You might transfer a call because the person calling needs to reach someone else, because you're moving to a different location, or because you want calls to ring on multiple phones at once. The method depends on what kind of phone service you have: a landline through your phone company, a mobile phone, or a business phone system.

Key Takeaways

  • Call transfer on a mobile phone usually means pressing a button during an active call to add another person, then connecting them together.
  • Landline call transfer requires a feature from your phone company, often called call transfer or call forwarding, which you set up in advance.
  • Business phone systems have dedicated transfer buttons or codes that work differently than consumer phones.
  • The steps vary widely by phone type and carrier, so checking your phone's settings or calling your provider gives you the exact process for your situation.

Transferring a call on an iPhone

On an iPhone, you can transfer a call by putting the first caller on hold, calling the second person, and then merging the calls together. Start by answering the incoming call. While you're talking, tap the add call button (it looks like a plus sign in a circle). This puts your first caller on hold.

Dial or search for the contact you want to transfer the call to. When that person answers, explain that you're transferring a call and confirm they can take it. Then tap merge calls (or merge). This connects all three of you on the same call. If you want to drop off the call entirely, tap the red hang-up button — the two callers will stay connected to each other.

If you want to switch back and forth between callers instead of merging them, tap swap to toggle between the two calls. This is useful if you need to give information to one caller, then the other.

Transferring a call on an Android phone

Android phones work similarly to iPhones, though the button names and locations vary by manufacturer and carrier. During an active call, look for a button labeled add call, plus, or new call. Tap it to put your first caller on hold.

Dial the contact you want to transfer to. Once they answer and you've explained the situation, look for a merge or combine button to connect all three people. If you don't see a merge option, your phone may not support three-way calling, which is a feature you'd need to check with your carrier about.

Some Android phones show a swap button instead, which lets you toggle between calls without merging them. Check your phone's call screen carefully — the buttons are usually at the bottom of the screen during an active call.

Setting up call forwarding on a landline

Call forwarding on a landline works differently than on a mobile phone. Instead of transferring an active call, you set up forwarding in advance so calls automatically ring on a different number. Contact your phone company and ask whether call forwarding is included in your plan or costs extra. Most carriers offer it as an add-on feature.

Once you have the feature, you typically set up it by dialing *72 from your landline phone, then entering the phone number where you want calls to go. Dial *73 to turn call forwarding off. Some phone companies use different codes, so ask your carrier for the exact steps. You can also log into your account online or call customer service to set it up.

Call forwarding stays active until you turn it off, so calls will ring on the forwarded number even when you're not home. If you want calls to ring on both your landline and another phone at the same time, ask your carrier about simultaneous ring or dual ring features.

Using call transfer on a business phone system

Business phone systems — whether they're desk phones connected to a company network or cloud-based systems — usually have a dedicated transfer button on the phone itself. Answer the incoming call, then press the transfer button. This puts the caller on hold and gives you a dial tone so you can call the extension or number you want to transfer to.

When the other person answers, tell them about the call and confirm they'll take it. Press the transfer button again or press a confirmation key (often # or send) to complete the transfer. The caller will now be connected to the other person, and you'll be disconnected from the call.

If the person you're transferring to doesn't answer or declines the call, you can usually press a button to return to the original caller. Ask your IT department or phone system administrator for the exact steps, since business systems vary widely. Some systems also let you announce the call to the other person before transferring, which is called a warm transfer.

What to do if call transfer isn't working

If you're trying to merge calls on a mobile phone and the merge button doesn't appear, your carrier may not support three-way calling, or the feature may not be active on your account. Contact your mobile carrier to check whether three-way calling is included in your plan. Some carriers charge a small monthly fee for it.

If you're trying to set up call forwarding on a landline and the codes don't work, your phone company may use different codes or require you to set it up through their website or app. Log into your account online or call their customer service line — they can walk you through the process specific to your account and phone type.

For business phone systems, if the transfer button doesn't work, the system may be down, or you may need training on how to use it. Contact your IT department or your phone system's support line. They can confirm the feature is enabled on your extension and show you the correct steps.

Frequently Asked Questions

Can the person I'm transferring to see who the original caller is?

On most systems, yes. When you transfer a call, the receiving person usually sees the original caller's phone number on their screen, just as if that person had called them directly. Some business systems let you announce the call first so the receiving person knows who's calling and why.

What happens if the person I transfer to doesn't answer?

On a mobile phone, if the person doesn't answer during a three-way call setup, you can press swap to go back to your original caller and try someone else. On a landline or business system, if the transfer fails, you're usually returned to the original caller automatically, and you can try transferring to a different number or take a message.

Can I transfer a call if I'm using speakerphone?

Yes, the transfer process works the same way whether you're on speakerphone or holding the phone to your ear. The buttons and codes are identical. Just make sure the original caller can't hear you talking to the person you're transferring to if you want to keep that conversation private.

Is there a difference between transferring a call and putting someone on hold?

Yes. Putting someone on hold keeps them connected to you but pauses the conversation — they hear hold music or silence. Transferring a call disconnects you and connects the caller to someone else. Hold is temporary; transfer is permanent unless the transfer fails.

Do I need a special plan to use call transfer?

On mobile phones, three-way calling is usually included in most plans, but check with your carrier to be sure. On landlines, call forwarding may be an add-on feature that costs extra. Business phone systems include transfer as a standard feature. Contact your provider to confirm what's included in your account.