The process of redirecting an active telephone call from one extension to another using an Avaya telephone system involves specific steps dependent on the model and configuration. This functionality allows a user to connect a caller with the appropriate individual or department without disconnecting the call. For instance, a receptionist receiving a call for an employee in a different department would use this feature to forward the caller directly.
Call redirection is a fundamental aspect of efficient communication within organizations utilizing Avaya systems. It enhances customer service by minimizing hold times and ensuring callers reach the intended recipient promptly. Historically, the ability to transfer calls has been a core feature of business telephone systems, evolving from manual switchboard operations to sophisticated digital implementations. This capability contributes to streamlined workflows and improved internal collaboration.
The following sections will detail the specific procedures for performing this task on various Avaya phone models, covering both attended and unattended transfer methods, as well as any associated configuration options.
1. Attended transfer
Attended transfer represents a key method within the broader function of how to transfer call in avaya phone systems. This transfer type necessitates that the user initiating the transfer first speak with the intended recipient before connecting the original caller. The process typically involves placing the original caller on hold, dialing the extension of the recipient, and announcing the call. Only upon the recipient’s agreement does the transfer complete. This contrasts with a blind transfer, where the original caller is immediately connected to the new extension without prior consultation.
The importance of attended transfer lies in its ability to provide context and ensure a smooth transition for the caller. For example, in a customer service environment, an agent might receive a complex technical inquiry. Using attended transfer, the agent can first consult with a specialized technician to confirm their availability and readiness to address the specific issue. This prevents the caller from being forwarded to someone unable to assist, thereby minimizing frustration and improving the overall service experience. Furthermore, the originating agent can brief the technician on the caller’s issue beforehand, saving valuable time and effort.
Effectively utilizing attended transfer requires adherence to established protocols and proper training on the Avaya phone system. Challenges can arise if the recipient is unavailable or if the originating agent fails to adequately explain the purpose of the transfer. However, when implemented correctly, attended transfer significantly enhances communication efficiency and caller satisfaction. It underscores the importance of informed call management within an organization’s overall communication strategy.
2. Unattended Transfer
Unattended transfer, also known as blind transfer, represents a method within the “how to transfer call in avaya phone” process where a call is transferred to another extension without first announcing the caller to the recipient. This method prioritizes speed and efficiency in situations where the originating party knows the intended recipient is available and capable of assisting the caller.
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Process Efficiency
Unattended transfer reduces the time required to redirect a call. The user simply dials the target extension and initiates the transfer without waiting for an answer or providing context. This can be advantageous in high-volume call centers or environments where quick call resolution is paramount. An example is transferring a caller directly to a technical support specialist when the initial agent recognizes the need for specialized assistance.
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Potential for Misdirection
The primary risk associated with unattended transfer is the potential for misdirection. If the intended recipient is unavailable, busy, or unsuited to handle the call, the caller may experience delays or frustration. This is particularly relevant in large organizations where employees may not be fully aware of each other’s current workload or expertise. For instance, a caller seeking billing information might be blindly transferred to a sales representative, leading to an inefficient use of resources and a negative customer experience.
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Feature Code Implementation
Avaya phone systems typically utilize a specific feature code or button sequence to initiate an unattended transfer. This code allows the user to bypass the steps involved in an attended transfer and immediately redirect the call. Understanding and utilizing this feature code is crucial for maximizing the efficiency of unattended transfers within the Avaya environment. The specific code will vary based on the Avaya system configuration.
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Configuration and Management
The availability and functionality of unattended transfer can be configured and managed through the Avaya system administration interface. Administrators can enable or disable the feature for specific users or groups, based on organizational needs and communication policies. This control allows for optimization of call handling processes and ensures that the feature is used appropriately. For example, an organization might restrict unattended transfers to experienced employees who are familiar with internal procedures and personnel roles.
In conclusion, unattended transfer represents a specific approach within the overarching subject of “how to transfer call in avaya phone.” While offering speed and efficiency, it requires careful consideration of potential drawbacks and adherence to established protocols to ensure a positive caller experience. The effective use of this feature is dependent on understanding its limitations and properly configuring the Avaya system to align with organizational communication strategies.
3. Blind Transfer
Blind transfer, a subset within the procedures for how to transfer call in avaya phone systems, denotes the immediate redirection of an active call to another extension without prior announcement or consultation with the intended recipient. This method is characterized by its speed and lack of intermediary communication, features that have specific applications and potential drawbacks within organizational communication strategies.
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Operational Efficiency
Blind transfer streamlines call handling by eliminating the time spent announcing the caller’s presence or purpose. This efficiency is advantageous in scenarios where the user is confident in the recipient’s ability to handle the call or where minimizing call duration is a priority. For example, a receptionist transferring a known contact directly to their extension would benefit from this method. However, this efficiency comes at the risk of transferring the call to an inappropriate or unavailable party.
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Feature Code Activation
Initiating a blind transfer on an Avaya phone typically involves activating a specific feature code or pressing a designated button following the dialing of the target extension. The specific code varies depending on the Avaya system configuration and can be customized by the administrator. Understanding the correct activation sequence is crucial for personnel responsible for call handling. Failure to use the correct code may result in unintended consequences, such as placing the call on hold rather than transferring it.
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System Configuration Implications
The availability and functionality of blind transfer can be controlled through the Avaya system’s administrative interface. System administrators can enable or disable the feature for specific users or groups based on organizational policies and workflow requirements. Restricting blind transfer privileges to experienced users can mitigate the risk of misdirected calls. Furthermore, administrators can configure system-wide settings that affect the behavior of blind transfers, such as the duration of time the caller will ring before being routed to voicemail.
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Potential for Customer Dissatisfaction
The lack of prior announcement inherent in blind transfer can lead to negative experiences if the recipient is unprepared to handle the call or is unable to assist the caller. Callers may feel frustrated or undervalued if they are abruptly transferred without explanation. In customer service environments, this method should be employed with caution, and alternative methods, such as attended transfer, should be considered to ensure a smoother and more personalized experience.
In summation, blind transfer represents a specific technique related to how to transfer call in avaya phone environments. While it offers advantages in terms of speed and efficiency, its deployment requires careful consideration of potential downsides and adherence to established communication protocols. Proper training and system configuration are essential to maximizing the benefits of blind transfer while minimizing the risk of negative consequences.
4. Consultative Transfer
Consultative transfer, within the context of how to transfer call in avaya phone systems, signifies a method of call redirection that prioritizes informed decision-making and caller experience. This approach involves a brief interaction between the initiating party and the intended recipient before the call is fully transferred, ensuring suitability and preparedness.
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Preliminary Consultation
The core function of consultative transfer lies in the preliminary communication between the transferring party and the recipient. The initiator places the original call on hold, contacts the intended recipient, and relays necessary information regarding the caller’s needs or the purpose of the call. This allows the recipient to assess their ability to assist and prepare accordingly. An example involves a customer service representative contacting a supervisor to discuss a complex technical issue before transferring the caller, ensuring the supervisor possesses the required expertise.
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Informed Recipient Acceptance
The consultative element empowers the recipient to either accept or decline the transfer. If the recipient is unavailable, unqualified, or otherwise unable to assist, they can inform the transferring party, who can then explore alternative solutions for the caller. This prevents misdirection and reduces caller frustration. Consider a scenario where an employee is unexpectedly called away from their desk; the consultative transfer process allows them to decline the transfer, preventing the caller from being sent to an empty extension.
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Enhanced Caller Experience
Consultative transfer generally results in a more positive caller experience compared to blind transfer methods. The brief hold time is typically perceived as an effort to ensure the caller is connected with the most appropriate resource. The recipient, having been briefed on the call’s purpose, can immediately address the caller’s needs without requiring repeated explanations. This contributes to efficient call resolution and increased customer satisfaction. An instance is a caller seeking specific account information being briefed about an expected delay. This manages expectation properly
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Feature Code and Implementation Variability
The precise implementation of consultative transfer, including the specific feature codes or button sequences required, can vary depending on the Avaya phone system model and configuration. System administrators can customize these settings to align with organizational workflows and communication policies. Thorough training on the proper procedures for initiating and completing consultative transfers is essential for effective call handling. Proper system configuration is therefore important.
In summary, consultative transfer represents a refined approach to how to transfer call in avaya phone environments. By prioritizing informed decision-making and ensuring recipient preparedness, this method enhances the caller experience and improves the efficiency of call resolution. Proper implementation and training are crucial for maximizing the benefits of consultative transfer within an organization’s communication strategy.
5. Extension number
The extension number serves as the linchpin in the process of call transfer within Avaya phone systems. Specifically related to the practice of how to transfer call in avaya phone systems, it is the destination address that dictates where the call is redirected. Without a correct and accessible extension number, the entire transfer operation fails. For example, when a receptionist answers a call intended for an employee in the accounting department, the receptionist must have the correct extension number for that employee to initiate the transfer. A wrong number results in misdirection, delays, and inefficiency.
The importance of the extension number extends beyond simple dialing. In complex Avaya systems, extension numbers are often associated with specific user profiles, departments, or even skill sets. These associations allow for advanced routing features, such as call queues and automated attendants, which rely on accurate extension information to function correctly. For instance, a call center might use extension numbers to direct callers to agents with expertise in particular product lines. Incorrect or outdated extension numbers render these advanced routing mechanisms ineffective, leading to suboptimal call distribution and increased wait times. Additionally, security configurations can be linked to extension numbers, restricting access to certain system features or preventing unauthorized call transfers.
In conclusion, the extension number is not merely a sequence of digits; it is an integral component of the overall Avaya phone system architecture and is indispensable for the successful execution of call transfers. Maintaining an accurate and up-to-date directory of extension numbers, coupled with comprehensive training on proper transfer procedures, is critical for ensuring efficient communication and maximizing the return on investment in the Avaya phone system. The challenges around maintaining accurate extension number listings across large organizations requires addressing, particularly in contexts with rapid staff turnaround.
6. Transfer confirmation
Transfer confirmation, as it relates to the practice of how to transfer call in avaya phone systems, constitutes the verification stage that ensures the intended recipient has successfully received the transferred call. It serves as a critical feedback mechanism, indicating whether the transfer process was executed without errors or complications. The absence of transfer confirmation can lead to scenarios where the caller is disconnected, placed in an indefinite hold, or routed to an unintended destination. For example, in a busy office environment, an employee might attempt to transfer a call but, due to a technical glitch or user error, the transfer fails silently. Without confirmation, the employee remains unaware of the failure, and the caller is left unattended. Therefore, transfer confirmation is not simply a formality but an essential component of a reliable call transfer procedure.
The implementation of transfer confirmation mechanisms can vary depending on the specific Avaya phone model and system configuration. Some systems provide an audible tone or visual indication on the phone’s display to signal a successful transfer. Others require the transferring party to manually verify that the recipient has answered the call and is able to assist the caller. Regardless of the method, the underlying principle remains the same: to provide assurance that the call has been correctly redirected. In practical terms, transfer confirmation reduces the likelihood of abandoned calls, improves customer satisfaction, and enhances overall communication efficiency within the organization. Implementing a policy where staff listens briefly after the transfer until the new party speaks with the caller is one way this is accomplished in systems where automated confirmation is unavailable.
In conclusion, transfer confirmation is inextricably linked to the effectiveness of call transfers in Avaya phone systems. It acts as a quality control measure, preventing communication breakdowns and ensuring that callers are connected with the appropriate resources. While the specific implementation may differ across Avaya platforms, the fundamental objective of verifying successful call redirection remains paramount. Neglecting transfer confirmation can result in negative consequences for both the caller and the organization, highlighting the importance of incorporating this step into standard call handling procedures and training protocols. Challenges to implementation include older systems that do not offer confirmation and user failure to check the transfer has occurred.
7. Feature code
Within Avaya phone systems, feature codes act as command triggers for call transfer functionality. Specifically, in the context of “how to transfer call in avaya phone,” a feature code initiates the sequence that reroutes an active call to another extension. The depression of specific key combinations, corresponding to a programmed feature code, signals the Avaya system to execute the transfer procedure. The functionality is predicated on the precise input of the correct feature code, without which the transfer will not occur. For example, a common feature code for a blind transfer might be ” 72″ followed by the extension number. If the user incorrectly enters “71″ instead, a different function, potentially call forwarding, would be activated, leading to unintended consequences for the caller.
Feature codes are not universally standardized across all Avaya phone models or system configurations. The specific codes and their associated functions are typically defined and managed by the system administrator through the Avaya system’s configuration interface. This customization allows organizations to tailor the feature codes to their specific needs and workflow processes. For instance, a hospital might assign a unique feature code for transferring calls to the emergency room, ensuring rapid and direct routing of critical calls. Likewise, feature codes can be programmed to activate or deactivate specific transfer modes, such as attended or unattended transfers, granting granular control over call handling protocols. The importance of understanding the relationship with these feature codes is paramount for a successful “how to transfer call in avaya phone” result.
In summary, feature codes are a crucial element in the “how to transfer call in avaya phone” process within Avaya environments. These codes initiate the transfer procedure, dictating the routing and handling of calls. Their correct usage ensures efficient communication and prevents misdirection or call failure. The customization capabilities, inherent in Avaya systems, allow for feature code modification to align with organizational practices. One challenge is in training individuals on the feature code appropriate for their role and responsibilities, since this code can vary by system, phone model, or organization. This understanding promotes effective use of the Avaya platform.
Frequently Asked Questions
This section addresses common inquiries regarding the process of call transfer within Avaya phone systems. It aims to clarify procedures and resolve potential issues related to this fundamental communication function.
Question 1: What are the primary methods for transferring a call on an Avaya phone?
The primary methods include attended (consultative) transfer, where the recipient is notified before the transfer, and unattended (blind) transfer, where the call is immediately redirected. Consultative transfer can also have variants, depending on the phone configuration.
Question 2: How does one perform an attended transfer on an Avaya phone?
The typical procedure involves placing the original caller on hold, dialing the recipient’s extension, announcing the call, and then completing the transfer using a designated button or feature code. Specifics are model-dependent.
Question 3: What steps are involved in an unattended (blind) transfer?
Unattended transfer typically requires dialing the recipient’s extension followed by activation of a specific transfer feature code or pressing a designated transfer button. The call is then immediately rerouted.
Question 4: What happens if the intended recipient does not answer the transferred call?
The outcome depends on the system configuration. The call may revert back to the original transferring party, be routed to voicemail, or follow other predefined call handling rules.
Question 5: Is it possible to cancel a call transfer in progress?
The ability to cancel a transfer depends on the Avaya phone model and the stage of the transfer process. Some systems allow cancellation before the recipient answers, while others do not.
Question 6: How can one determine the correct extension number for call transfers?
Extension numbers are typically listed in a company directory, internal website, or accessible through the Avaya phone system’s contact management features. Contact the system administrator for assistance if needed.
This FAQ provides a basic overview of Avaya call transfer procedures. More specific instructions may be found in the user manual for the particular Avaya phone model or through consultation with the system administrator.
The following section provides troubleshooting steps for various issues related to Avaya call transfers.
Tips for Efficient Call Transfers on Avaya Phones
The effective utilization of call transfer features on Avaya phone systems is crucial for maintaining efficient communication and a positive customer experience. Adherence to best practices optimizes call handling and minimizes disruptions.
Tip 1: Prioritize Attended Transfers When Possible: In scenarios where the caller’s needs are complex or uncertain, opt for an attended transfer. This allows for a brief explanation of the situation to the recipient, ensuring they are prepared to assist effectively. This practice reduces the likelihood of misdirection and multiple transfers.
Tip 2: Verify Extension Numbers Before Initiating Transfers: Double-check the accuracy of the extension number prior to initiating the transfer process. Misdialed extensions result in wasted time and potential frustration for the caller. Keep an updated directory of extension numbers readily available.
Tip 3: Communicate Clearly with the Caller: Inform the caller that they are being transferred and, if possible, provide the name and department of the recipient. This transparency reassures the caller and manages expectations.
Tip 4: Understand Feature Codes and System-Specific Procedures: Familiarize yourself with the specific feature codes and button sequences required for call transfers on the Avaya phone model in use. Consult the user manual or system administrator for clarification. Variation across models is expected.
Tip 5: Confirm Successful Transfer Completion: When feasible, briefly monitor the call after the transfer is initiated to ensure the recipient answers and engages with the caller. This provides an added layer of assurance that the transfer was successful and the caller is receiving assistance.
Tip 6: Utilize System-Wide Speed Dials: In situations where frequently transferred numbers are common, speed dials can expedite the transfer process and minimize errors. Coordinate with the system administrator to configure relevant speed dial entries.
These tips underscore the importance of precision, communication, and familiarity with the Avaya phone system’s capabilities. Consistent application of these practices will improve call handling efficiency and contribute to a more professional and streamlined communication environment.
In conclusion, mastering these practical tips can significantly improve the efficiency and effectiveness of call transfers on Avaya phone systems. This optimization ultimately contributes to a more positive experience for both callers and internal personnel.
Conclusion
The preceding discussion has comprehensively outlined the methods and considerations involved in how to transfer call in avaya phone systems. From differentiating between attended and unattended transfers to emphasizing the crucial role of feature codes and extension numbers, the article has aimed to provide a clear understanding of the processes involved. Effective call transfer is not merely a technical function but a critical component of efficient communication and customer service within organizations relying on Avaya platforms.
The ability to seamlessly redirect calls, ensuring callers reach the appropriate personnel with minimal delay or disruption, directly impacts operational efficiency and caller satisfaction. Therefore, organizations should prioritize proper training and adherence to established protocols to maximize the benefits of the Avaya system’s call transfer capabilities. Furthermore, ongoing evaluation of call handling procedures and periodic review of system configurations are essential to adapt to evolving communication needs and maintain optimal performance.
