The process of redirecting an active telephone connection from one extension or number to another on an Avaya communication system is a fundamental feature for efficient call management. This capability allows users to seamlessly connect callers with the appropriate individual or department, ensuring timely and effective communication. For example, a receptionist might forward an incoming inquiry about accounting to the finance department’s direct line.
This functionality is crucial for optimizing workflows within organizations. It minimizes hold times, enhances customer service, and improves internal collaboration. Historically, this feature has evolved from manual switchboard operations to sophisticated, automated systems integrated within the Avaya platform. The ability to efficiently redirect communications streamlines operations, avoids dropped calls, and ensures proper routing.
The following sections will detail the specific methods for executing this function on Avaya phone systems, outlining the procedures for both attended and blind transfers, as well as troubleshooting common issues that may arise during the process.
1. Attended Transfer
The Attended Transfer, also known as a warm transfer, represents a specific method within call redirection procedures on Avaya phone systems. Its defining characteristic is the consultation period between the initial call handler and the intended recipient prior to completing the connection. This method enhances caller experience and minimizes misdirected calls.
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Consultation Phase
The initial step involves placing the original caller on hold. This is typically achieved by pressing a designated hold button on the Avaya phone. The call handler then dials the extension of the intended recipient. This allows for a private conversation to determine if the recipient is available and capable of assisting the caller. For example, a support representative might briefly explain the caller’s issue to a specialized technician before connecting them.
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Purpose and Information Relay
The consultation phase serves a critical function: information relay. The call handler summarizes the caller’s needs or the context of the call. This brief provides the recipient with necessary background information, enabling them to engage with the caller more effectively from the outset. Without this context, the recipient may require the caller to repeat information, leading to frustration and decreased efficiency.
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Completion of Transfer
Following the consultation, the call handler has two primary options. If the recipient agrees to accept the call, the handler presses the transfer button, followed by the recipient’s extension. This action connects the original caller. Alternatively, if the recipient declines or is unavailable, the handler can retrieve the original call from hold and inform the caller accordingly.
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Benefits of Attended Transfer
The attended transfer method offers several advantages. It reduces the chances of the caller being transferred to an incorrect extension or an unavailable individual. It allows for a smoother transition and a more informed interaction for both the caller and the recipient. In scenarios requiring specialized knowledge or expertise, the attended transfer ensures the caller is connected with the most appropriate resource.
The careful execution of the attended transfer on Avaya systems exemplifies efficient communication management. By prioritizing informed connections, organizations can streamline workflows and enhance the overall caller experience. This method is particularly valuable in complex scenarios where a clear understanding of the caller’s needs is paramount.
2. Blind Transfer
Blind transfer, also termed an unsupervised transfer, constitutes a distinct modality within the broader call redirection functionalities of Avaya phone systems. Its connection to the overall process of ‘how to transfer a call on avaya phone’ lies in providing a streamlined alternative when immediate connection is prioritized over preliminary consultation. The causal relationship is direct: initiating the blind transfer function results in an immediate connection to the target extension, bypassing the consultation phase inherent in an attended transfer. The importance of blind transfer rests on its efficiency in scenarios where the target extension is known with certainty, or where the caller’s needs are self-evident. An example would be forwarding a sales inquiry directly to a designated salesperson’s extension without verifying their availability. Understanding blind transfer is practically significant as it equips users with a tool for rapid call routing, enhancing operational speed when appropriate.
The application of blind transfer finds utility in various organizational contexts. Consider a help desk environment where Tier 1 support staff identifies the need for Tier 2 assistance. A blind transfer ensures the caller is quickly connected to a specialist, reducing wait times and improving resolution efficiency. Conversely, reliance on blind transfer without proper training or protocol can lead to misdirected calls and caller frustration. Imagine a scenario where an employee uses blind transfer to forward a call to a manager who is unavailable; the caller will likely experience further delay. Effective application mandates a clear understanding of the recipient’s role and availability.
In summary, blind transfer represents a crucial, albeit potentially risky, component of call transfer capabilities on Avaya systems. While offering the benefit of rapid connection, it necessitates informed usage to prevent negative caller experiences. The efficacy of blind transfer is contingent upon accurate information and established protocols within the organization. Its strategic deployment contributes to efficient communication workflows, while its misuse can detract from overall customer service.
3. Consultation Hold
Consultation Hold is an integral function within the process of transferring a call on an Avaya phone system, specifically in the context of attended transfers. The causal relationship is that activating Consultation Hold allows the initial call handler to temporarily suspend the connection with the original caller while initiating a separate communication channel with the intended recipient. This temporary suspension is a prerequisite for conveying the caller’s information and verifying the recipient’s availability, both of which define an attended transfer. Without Consultation Hold, the attended transfer method would be rendered impractical, if not impossible. It directly impacts the ability to route communications efficiently and effectively.
The practical significance of Consultation Hold becomes apparent in various real-world scenarios. In a medical office, a receptionist might utilize Consultation Hold to connect with a nurse before transferring a patient call, ensuring the nurse is prepared to address the patient’s specific medical concern. Or a customer service representative in a bank could employ Consultation Hold to speak with a loan officer before forwarding an inquiry about mortgage rates. In each scenario, the ability to place the original call on hold and consult with the receiving party is crucial to facilitating informed and effective communication. Failure to utilize Consultation Hold could lead to misdirected calls, frustrated callers, and inefficient use of employee time.
In summary, Consultation Hold is not merely a feature; it is a foundational element that facilitates the execution of attended transfers on Avaya phone systems. It mitigates the potential for communication breakdown and ensures that callers are connected with the most appropriate resource, equipped with the necessary context. Understanding the application and limitations of Consultation Hold is therefore essential for optimizing communication workflows within any organization utilizing Avaya technology. It provides the necessary control and flexibility to tailor the transfer process to specific situations and organizational needs.
4. Feature Access Codes
Feature Access Codes (FACs) serve as command triggers within Avaya phone systems, directly influencing the execution of functions such as call transfer. The utilization of FACs is often a necessary component of the process of “how to transfer a call on avaya phone,” providing a standardized method for initiating the transfer sequence. Without a correctly entered FAC, the system may fail to recognize the intent to transfer, preventing the call from being redirected. The specific codes are system-dependent and must be accurately input to achieve the desired result. For example, a designated FAC might initiate a blind transfer, while another FAC sequence places the caller on hold to facilitate an attended transfer. The importance of FACs in this context is to enable a simple and consistent method for users to initiate the call transfer process. Errors in FAC entry are a common cause of transfer failures.
The practical application of FACs extends beyond the initiation of a transfer. Some systems utilize FACs to access supplementary transfer features, such as transferring a call directly to a voicemail box or forwarding the call to an external number. Moreover, FACs can be customized by administrators to align with specific organizational needs or workflows. In a large call center, for instance, specialized FACs might be programmed to expedite call routing based on caller input or identified issue. A key challenge involves ensuring all users are adequately trained on the correct FAC sequences and their intended function, reducing reliance on trial-and-error methods. Failure to provide adequate training can lead to inefficient call handling and increased frustration for both employees and callers.
In summary, Feature Access Codes are essential for controlling and executing call transfers on Avaya systems. They establish a structured interaction with the phone system to initiate various transfer types. Proper understanding and application of FACs are crucial to optimizing call management and maximizing the efficiency of Avaya phone systems. While the specific FACs vary based on system configuration, their role in enabling and controlling call transfer functionality remains constant. Therefore, familiarization with and accurate execution of FACs is a foundational skill for anyone operating an Avaya phone.
5. Extension Number Entry
Extension number entry forms a critical component within the protocol of call redirection on Avaya phone systems. The accurate and precise input of the destination extension number is paramount for successfully executing a call transfer, irrespective of whether the transfer is attended or blind. Failure to properly enter the intended extension will invariably result in a misdirected or failed transfer, undermining the intended efficiency of the process.
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Accuracy and Completeness
The precision of the extension number is paramount. Each digit must be entered correctly and in the correct sequence. A single transposed digit or a missing digit will redirect the call to an unintended extension or, potentially, result in a system error. For instance, if the intended extension is 1234, entering 1324 or simply 123 will lead to an incorrect outcome. The system relies on the exact match of the entered sequence to the configured extension directory.
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Timing and Sequencing
The timing of the extension number entry, particularly following activation of a Feature Access Code for transfer, is also crucial. The system anticipates the extension number immediately after the transfer FAC is entered. Any significant delay or extraneous input before entering the extension may cause the system to time out or misinterpret the input. The extension number should be entered swiftly and directly following the activation command.
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Validation and Feedback
Avaya phone systems may provide varying levels of feedback during the extension number entry process. Some systems audibly confirm each digit as it is entered, while others display the entered sequence on the phone’s display screen. This feedback allows the user to visually or aurally verify the accuracy of the entered digits and correct any errors prior to completing the transfer. The absence of such validation can increase the risk of incorrect transfers.
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Impact on Transfer Type
The method of extension number entry may differ slightly based on whether the transfer is attended or blind. In an attended transfer, the call handler may dial the extension using a speed dial or directory lookup feature, whereas a blind transfer typically involves manually entering the digits after activating the transfer FAC. Regardless of the method, the ultimate goal is to ensure the correct extension number is input into the system to facilitate the successful redirection of the call.
The preceding points underscore the fundamental role of accurate extension number entry in the execution of call transfers on Avaya phone systems. The reliability and efficiency of the transfer process are contingent upon the precise and timely entry of the intended extension number. Attention to detail and familiarity with the system’s input protocols are essential for maximizing the effectiveness of call management within an organization.
6. System Configuration
The system configuration of an Avaya phone system acts as the foundational framework governing all call handling functionalities, including the ability to redirect calls. Without proper configuration, users may encounter limitations or complete failures when attempting to execute a transfer. The settings established within the system dictate permissible transfer types, feature access codes, and extension number assignments, all of which are integral to the transfer process.
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Transfer Permissions and Restrictions
System configuration defines which users or groups have the authority to transfer calls, and what types of transfers are permitted. For instance, certain extensions may be restricted from transferring calls to external numbers, while others may be limited to internal transfers only. In a customer service environment, supervisors might have unrestricted transfer capabilities, while junior agents are limited to internal transfers for escalation purposes. Incorrectly configured permissions can prevent authorized users from performing necessary transfers, disrupting workflow.
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Feature Access Code Assignments
The mapping of Feature Access Codes (FACs) to specific transfer functions is determined within the system configuration. Administrators assign unique codes to initiate blind transfers, attended transfers, or transfers to voicemail. If the FACs are not correctly configured, users will be unable to activate the intended transfer function, regardless of whether they know the correct sequence. For example, if the FAC for blind transfer is incorrectly mapped, the user may inadvertently activate a different function, such as call forwarding, instead of the intended transfer.
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Extension Numbering Plan and Routing
The system configuration establishes the numbering plan for all extensions within the organization, defining the range of valid extension numbers and their corresponding destinations. If an extension number is incorrectly assigned or not properly registered in the system, any attempt to transfer a call to that number will fail. Consider a scenario where an employee is assigned a new extension, but the system configuration is not updated to reflect this change. Any call transferred to the old extension will be misdirected, causing delays and frustration.
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Call Coverage and Forwarding Settings
System configuration determines how calls are handled when an extension is busy or unanswered. Call coverage settings define alternative destinations, such as voicemail or another extension, to which calls are routed. Similarly, call forwarding settings allow users to pre-emptively redirect incoming calls to a different number. These settings can interact with the transfer process, potentially overriding a user’s attempt to transfer a call if certain conditions are met. For instance, if an extension is set to forward all calls to voicemail, an attempt to transfer a call to that extension might result in the call being immediately routed to voicemail instead of ringing the intended recipient’s phone.
In conclusion, system configuration forms the bedrock upon which all call transfer functionalities operate within an Avaya phone system. The parameters established within the configuration dictate the permissibility, execution, and success of call transfers. A thorough understanding of system configuration settings is therefore essential for administrators and users alike, ensuring efficient and reliable call management within the organization.
7. Troubleshooting
The ability to diagnose and resolve issues arising during the call transfer process on Avaya phone systems is crucial for maintaining efficient communication workflows. Troubleshooting addresses the common points of failure within the “how to transfer a call on avaya phone” procedure, ensuring users can effectively redirect calls despite technical or procedural obstacles.
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Incorrect Feature Access Code Entry
A frequent cause of transfer failure involves the incorrect entry of Feature Access Codes (FACs). Users may mistype the sequence or utilize an outdated code due to system updates. For example, if the code for blind transfer is entered incorrectly, the system might interpret the input as a different command, such as call forwarding, or simply fail to recognize the intended action. Consequently, the call will not be transferred. Verifying the accuracy of the FAC and consulting the system’s documentation is essential for resolving this issue.
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Invalid Extension Number
Transposing digits, omitting numbers, or entering an extension that does not exist within the system’s directory are common errors that prevent successful call transfers. A transfer to a non-existent extension will typically result in a system error message or a disconnected call. Similarly, a transposed digit may redirect the call to an unintended recipient. To mitigate this, users should carefully verify the extension number before initiating the transfer and confirm its validity within the system directory.
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Insufficient User Permissions
System administrators may restrict transfer capabilities for certain users or groups. A user attempting to transfer a call without the necessary permissions will encounter a system error message or be unable to access the transfer function. For example, a junior agent might be restricted from transferring calls to external numbers, limiting them to internal transfers for escalation purposes. Verifying user permissions with the system administrator is necessary to resolve this issue. If access is required to perform a necessary task, a new ticket would be assigned to the IT support team to enable transfer on the profile for the use requesting this functionality
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System Configuration Errors
Underlying system configuration issues, such as incorrect routing tables or faulty trunk connections, can impede call transfers. These errors often require intervention from a qualified system administrator. For instance, if a specific trunk line is not properly configured, calls transferred to numbers associated with that trunk may fail. System logs and diagnostic tools can assist in identifying and resolving these complex configuration issues.
Effectively addressing these common points of failure ensures the reliability of the call transfer process on Avaya phone systems. By proactively troubleshooting these issues, organizations can minimize disruptions and optimize communication workflows, ultimately improving both employee productivity and customer satisfaction. The ability to quickly diagnose and resolve transfer issues is therefore a critical skill for users and administrators alike.
Frequently Asked Questions
This section addresses common inquiries and clarifies procedures related to call transfer functionality on Avaya phone systems. The following questions provide concise answers to ensure efficient call management.
Question 1: Is it possible to transfer a call to an external number?
The ability to transfer a call to an external number is contingent upon system configuration and user permissions. Some systems may restrict external transfers for security or cost management reasons. Consult the system administrator to verify permitted transfer destinations.
Question 2: What is the difference between a blind transfer and an attended transfer?
A blind transfer directly connects the caller to the intended recipient without prior consultation. An attended transfer involves speaking with the recipient before completing the connection, allowing for context to be provided before the caller is connected.
Question 3: What happens if the intended recipient does not answer the transferred call?
The outcome depends on the system’s call coverage settings. The call may be routed to voicemail, an alternative extension, or return to the original call handler. System administrators configure these settings to optimize call handling efficiency.
Question 4: Where can feature access codes be found to correctly conduct the transfer?
Feature access codes are available in the Avaya phone system user manual or from the IT support department. Specific codes vary based on system configuration and assigned functions.
Question 5: What do I do if the transfer option is not visible on my phone?
The absence of a transfer option may indicate insufficient user permissions or a system configuration error. Contact the system administrator to verify user privileges and system settings.
Question 6: Why is a call disconnected when I try to transfer it?
Disconnections during transfer attempts can result from network issues, invalid extension numbers, or system configuration errors. Examine network connectivity, verify the accuracy of the extension number, and consult the system administrator to troubleshoot potential configuration problems.
These FAQs provide a foundational understanding of call transfer functionality on Avaya systems. Proper application of these procedures enhances communication efficiency and optimizes call management within an organization.
The next section outlines essential tips and best practices for effective call transfer procedures on Avaya phone systems.
Tips for Efficient Call Transfer on Avaya Phones
This section presents a set of guidelines designed to optimize call transfer procedures on Avaya phone systems, minimizing errors and maximizing efficiency in communication routing.
Tip 1: Confirm Recipient Availability: Prior to initiating an attended transfer, verify that the intended recipient is available and prepared to receive the call. This proactive step reduces the likelihood of misdirected calls and subsequent delays for the original caller. A brief consultation can prevent the caller from being transferred to an unattended extension.
Tip 2: Utilize System Directory Features: Employ the Avaya phone system’s built-in directory functions to locate and dial extension numbers. This minimizes the risk of manual dialing errors and ensures accurate routing. Familiarization with directory search capabilities streamlines the transfer process.
Tip 3: Accurately Input Feature Access Codes: Ensure the correct Feature Access Code (FAC) is entered for the desired transfer type, whether blind or attended. Refer to the system’s user manual or consult the IT support department for accurate code sequences. Incorrect FAC entry will result in failed or misdirected transfers.
Tip 4: Provide Clear Communication to Callers: When placing a caller on hold for an attended transfer, clearly explain the reason for the hold and the anticipated duration. Transparent communication manages caller expectations and reduces potential frustration. Providing a brief update on the status of the transfer further enhances the caller experience.
Tip 5: Verify Transfer Completion: Following the transfer, confirm that the caller has been successfully connected to the intended recipient. A brief follow-up ensures the transfer was completed as intended and allows for immediate correction if any issues arose. This proactive approach prevents callers from being inadvertently disconnected or misdirected.
Tip 6: Customize Speed Dial for Frequent Transfers: Program frequently used extension numbers into speed dial buttons on the Avaya phone. This streamlines the transfer process and reduces the time required to route calls to commonly requested destinations. Speed dial functionality enhances efficiency for routine transfers.
Tip 7: Regularly Review System Configuration: System administrators should periodically review the Avaya phone system’s configuration to ensure accurate routing tables, valid extension assignments, and appropriate user permissions. Regular maintenance prevents transfer-related issues arising from outdated or incorrect settings.
Adherence to these tips optimizes call transfer procedures, leading to improved communication efficiency, reduced call handling times, and enhanced caller satisfaction. Consistent application of these best practices streamlines operations and maximizes the return on investment in the Avaya phone system.
The subsequent section concludes the discussion on Avaya phone call transfers, summarizing key concepts and emphasizing the importance of proficient execution.
Conclusion
This article provided a comprehensive overview of “how to transfer a call on avaya phone”. It detailed the critical procedures for both attended and blind transfers, highlighting the significance of consultation hold, feature access codes, and accurate extension number entry. The discussion extended to system configuration considerations and essential troubleshooting steps. The aim was to furnish readers with a robust understanding of the processes involved in effectively managing call redirection on Avaya systems.
Mastery of call transfer procedures remains paramount for optimizing communication workflows in any organization utilizing Avaya technology. Continued professional development and adherence to best practices will ensure efficient call handling, enhanced customer service, and maximized return on investment in telecommunications infrastructure. A commitment to procedural excellence is essential for maintaining a competitive edge in today’s rapidly evolving business environment.
