Call transfer lets an agent move an active call to another team member, an inbox, or an external phone number without staying on the line.
After the transfer connects, the original agent drops off and the call continues with the new party.
Agents use this to hand a call to someone better suited to the request, such as passing a billing question to the finance team after answering the caller's initial questions.
The platform places no limit on the number of phone numbers you can transfer to, so the feature works the same for a small team or a large organization.
Who can transfer calls
Both admins and standard agents transfer calls the same way during a live call.
Admins also decide how the directory and inboxes are organized, which determines where agents can send calls. The rest of this article covers the three transfer destinations: a user, an inbox, or a phone number.
Transferring a call to a user
Use this when you know the specific person who should take the call.
Click the call icon to answer the call. The Aloware call screen opens.
Click Transfer.
In the Select a user field, choose the user or agent you want to transfer to, then click Transfer.
The call connects to that agent. When the agent accepts, your line disconnects and the call continues with them.
Transferring calls to an inbox
Use an inbox when you need anyone from a department rather than one named person.
The inbox rings its members according to its routing settings until someone answers, so the caller reaches the team without waiting on a single individual.
Click the call icon to answer the call, then click Transfer.
Choose Transfer to inbox and pick from the list of active inboxes.
Click Transfer again. This rings all members of the selected inbox.
The call continues once one of the inbox members accepts it.
Transferring a call to a phone number
Use this to send a call to a line or extension outside Aloware, such as an external partner or a personal cell.
Click the call icon to answer the call, then click Transfer.
Choose Transfer to phone number and enter the destination number.
Click Transfer again. Your line drops off once the transfer completes.
