The action of redirecting an active telephone connection from one extension to another on a Polycom device enables a seamless handoff of communication. This feature allows the original recipient to connect the caller with a more appropriate party without requiring the caller to redial. For example, a receptionist can forward a call to a specific department or individual within an organization using this process.
Efficient call management is vital for maintaining productivity and customer satisfaction. The ability to quickly and accurately connect individuals minimizes hold times, reduces frustration, and improves overall communication effectiveness. Historically, call transfer required manual patching through switchboards; modern telephony systems, like those offered by Polycom, have automated this process, significantly streamlining operations and enhancing the user experience.
The following sections will detail the specific methods for performing this action on Polycom phones, including both blind and attended transfer options, along with troubleshooting tips to ensure successful call redirection.
1. Attended transfer
Attended transfer, also known as warm transfer, is a crucial method of call redirection on a Polycom phone. It involves first consulting with the intended recipient before formally connecting them with the original caller. This method promotes effective communication and professionalism by ensuring the recipient is prepared to handle the call.
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Consultation Prior to Connection
This key aspect of attended transfer provides the opportunity to speak with the intended recipient, verify their availability, and provide context regarding the call. For example, if a client is calling about a specific project, the operator can inform the project manager of the client’s name and the nature of the inquiry before the transfer occurs. This ensures the project manager is prepared and informed, leading to a more efficient and satisfactory interaction.
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Reduced Caller Frustration
By ensuring that the intended recipient is ready and informed, attended transfer minimizes the likelihood of miscommunication or the caller being transferred to the wrong extension again. A typical scenario involves a customer service representative confirming with a technician whether they can address a specific technical issue before transferring the customer, thus averting unnecessary transfers and potential frustration for the caller.
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Professionalism and Efficiency
Implementing the attended transfer method demonstrates a commitment to efficient and considerate communication practices. In a legal firm, for instance, a paralegal can inform an attorney about an incoming call from a client before transferring it, allowing the attorney to gather relevant case information and provide a more informed and professional response.
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Soft Key Utilization
On a Polycom phone, initiating the attended transfer typically involves pressing a designated soft key, placing the original caller on hold, and dialing the recipient’s extension. Once the recipient answers and provides their consent, another soft key press completes the transfer. Understanding the specific soft key functions on the Polycom device is essential for executing this method effectively.
The attended transfer method on a Polycom phone offers a more controlled and professional approach to call redirection compared to a blind transfer. It ensures that the recipient is prepared and willing to receive the call, leading to a more efficient and satisfactory experience for both the caller and the recipient. Ultimately, mastering this technique contributes significantly to streamlined communication workflows.
2. Blind transfer
Blind transfer, also known as an unattended transfer, represents a specific method for call redirection on a Polycom phone. This process bypasses consultation with the intended recipient, immediately connecting the caller to a new extension. Understanding the nuances of this technique is crucial for comprehensive call management. The following aspects detail the mechanics and implications of blind transfers.
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Immediate Call Redirection
The defining characteristic of a blind transfer is the absence of consultation. The user initiates the transfer by pressing a designated soft key, dialing the recipient’s extension, and then immediately disconnecting from the call. For instance, a receptionist might use this method to quickly redirect a known employee’s call without verifying availability.
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Speed and Efficiency
Blind transfer offers a faster alternative to attended transfers, particularly in scenarios where the recipient is predictably available and the nature of the call requires no prior introduction. A service technician, expecting a call about a routine issue, might benefit from the expediency of a blind transfer to minimize call handling time.
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Potential for Misdirection
A key consideration is the potential for misdirection. Without verifying the recipient’s availability or preparedness, the caller might be transferred to an unattended extension or an individual unequipped to handle the inquiry. Consider a scenario where a client is blindly transferred to an employee who is out of the office, leading to delays and potential frustration.
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Soft Key Implementation
Performing a blind transfer on a Polycom phone typically involves pressing a “Transfer” or similarly labeled soft key, dialing the extension number, and then pressing the “Transfer” key again to complete the process. Familiarity with the specific soft key configuration on the phone model is essential for accurate execution.
While blind transfer provides a swift mechanism for redirecting calls on a Polycom phone, its suitability depends heavily on the context of the call and the certainty of the recipient’s availability and competence. Proper assessment of these factors ensures that blind transfers enhance efficiency rather than create communication breakdowns.
3. Transfer button
The “Transfer button” is a critical physical or virtual component on a Polycom phone, serving as the primary initiator for the call redirection process. Its function is intrinsically linked to the action of transferring a call, dictating the user’s ability to execute both attended and blind transfer methods. Understanding the operation and contextual relevance of this button is essential for effective Polycom phone utilization.
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Initiation of Transfer Process
The “Transfer button,” when pressed during an active call, places the current call on hold and prepares the phone to dial another extension. This action effectively pauses the existing connection, enabling the user to input the destination number. For example, pressing the button allows a user to enter an internal extension for a colleague or an external number for forwarding to another location. The button’s activation is the foundational step in the call transfer sequence.
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Distinction Between Transfer Types
The behavior following activation of the “Transfer button” determines whether the transfer is attended or blind. After pressing the button and dialing the extension, an attended transfer involves speaking with the recipient before completing the connection. A blind transfer involves immediately completing the transfer by pressing the “Transfer” button a second time, or a designated “Send” button, without prior consultation. This difference highlights the “Transfer button’s” role as a gateway to both transfer methodologies.
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Physical vs. Soft Key Implementations
On older Polycom models, the “Transfer button” is often a dedicated physical button, whereas newer models may utilize a “soft key” displayed on the screen. Regardless of its physical or virtual nature, the button’s function remains consistent: to initiate the transfer sequence. Soft keys offer greater flexibility as their function can be dynamically altered based on the phone’s state, but the underlying principle of initiating the transfer remains unchanged.
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Error Handling and Cancellation
The “Transfer button” also plays a role in error handling. If a user presses the button unintentionally or enters an incorrect extension, there is usually a mechanism to cancel the transfer and return to the original call. This might involve pressing the “Transfer” button again to disconnect from the dialed extension and resume the held call. This capability prevents accidental misdirection and ensures call control remains with the user.
In essence, the “Transfer button” on a Polycom phone functions as the pivotal control for redirecting active calls. Its activation sequence, coupled with user actions, dictates the type of transfer executed and ultimately determines the successful routing of communication. Without the proper understanding and utilization of this button, efficient call management is significantly impaired.
4. Consultation hold
“Consultation hold” is an integral component of an attended call transfer on a Polycom phone. Activating “Consultation hold” temporarily suspends the active call, allowing the user to engage in a private conversation with the intended recipient before completing the transfer. The cause-and-effect relationship is direct: initiating a transfer typically triggers the option to place the original caller on hold to facilitate consultation. This avoids abrupt interruptions and ensures the recipient is prepared for the incoming connection. For example, an executive assistant receiving a call for their manager can utilize “Consultation hold” to inform the manager of the caller’s identity and the subject matter, allowing the manager to decide whether to accept the call. This practice fosters professional communication and efficient call management.
The significance of “Consultation hold” lies in its ability to minimize disruptions and provide context for the transfer. Without it, a caller could be unexpectedly connected to an unprepared recipient, potentially leading to miscommunication or delays. Consider a technical support scenario: a support agent can place a customer on “Consultation hold” to quickly check with a senior technician regarding a complex issue before transferring the customer. This ensures the senior technician is aware of the problem, allowing for a more efficient and effective troubleshooting session. Furthermore, “Consultation hold” enables the transferring party to discreetly decline the transfer if the intended recipient is unavailable or unable to assist, preventing the caller from being unnecessarily rerouted.
In conclusion, “Consultation hold” is not merely an optional feature but a critical mechanism within the attended transfer process on a Polycom phone. It enables informed decision-making, minimizes disruptions, and promotes professional communication. Challenges may arise if the user is unfamiliar with the phone’s interface or if the hold music is disruptive, but mastering this feature significantly enhances the efficiency and effectiveness of call management. The understanding of “Consultation hold” thus contributes directly to a more streamlined and user-friendly communication experience.
5. Extension number
The “extension number” serves as the critical address or identifier for routing calls to specific individuals or departments within an organization’s telephony system. Within the context of redirecting calls on a Polycom phone, the extension number becomes the destination point for the transfer process. Without accurate knowledge and entry of the correct extension number, a call transfer cannot be successfully completed, leading to misdirected calls and communication inefficiencies. An example is an office where each employee has a unique extension; a receptionist must know the correct extension to transfer a call intended for that specific employee.
The accurate entry of an extension number initiates the connection between the caller and the intended recipient. During an attended transfer, the user dials the extension number and speaks with the recipient prior to completing the transfer, confirming availability and providing context. In a blind transfer, the extension number is dialed and the transfer is immediately completed without consultation. Misdialing or entering an incorrect extension results in the caller being misdirected, potentially causing delays or frustration. For instance, if a customer is trying to reach the sales department (extension 101) and the user accidentally enters 110, the call will be misdirected to the wrong department.
In summary, the extension number is indispensable for effective call transfer on a Polycom phone. Its accuracy directly impacts the successful redirection of calls and, consequently, the overall efficiency of communication within an organization. Challenges, such as incorrect directories or frequent employee turnover necessitating extension changes, must be addressed to maintain accurate call routing. The “extension number” is more than just a digit; it’s the key to connecting individuals within a complex telecommunications network.
6. Call park
Call park is a telephony feature closely related to call transfer, particularly in environments utilizing Polycom phones. Instead of directly transferring a call to a specific extension, call park allows a user to place a call in a holding state accessible from any phone within the system. This functionality offers an alternative method for call redirection when the intended recipient is unavailable or mobile within the office.
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Accessibility from Multiple Devices
Call park’s defining characteristic is its accessibility. Once a call is parked using a designated code, it can be retrieved from any Polycom phone within the network by dialing the corresponding park orbit number. This is particularly useful in scenarios where an employee is moving between locations within a building and cannot be reached at their desk extension. For instance, a technician moving between job sites within a facility can retrieve a parked call from the nearest available phone.
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Alternative to Direct Transfer
Call park offers a viable alternative when a direct transfer is not feasible. If the intended recipient is away from their desk or their line is busy, parking the call allows the recipient to retrieve it when they become available. This prevents the caller from being sent to voicemail or experiencing repeated transfers. Consider a sales representative away from their desk; a colleague can park the incoming call, informing the sales representative of the park orbit number via mobile phone or messaging, allowing them to retrieve the call from any available Polycom phone.
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Designated Park Orbit Numbers
Call park relies on a system of designated park orbit numbers. These numbers serve as the unique identifiers for retrieving parked calls. When parking a call, the system assigns a specific orbit number. This number must be communicated to the intended recipient so they can retrieve the call. A typical example involves a receptionist parking a call and then messaging the intended employee with the assigned orbit number, such as “Parked on 801.”
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Integration with Call Management Systems
Modern call management systems often integrate call park functionality directly into the Polycom phone’s interface. This allows users to park and retrieve calls with a single button press, streamlining the process. These systems may also provide visual indicators of parked calls and their corresponding orbit numbers, enhancing ease of use and reducing the potential for errors. Advanced systems might even integrate with mobile applications, allowing employees to retrieve parked calls from their smartphones while away from their desks.
In conclusion, while not a direct transfer method, call park provides a complementary strategy for call redirection in conjunction with how to transfer a call on a Polycom phone. It offers flexibility and accessibility in scenarios where direct transfers are impractical. The system effectively bridges gaps and improves communication in dynamic work environments, ultimately contributing to improved call management and responsiveness.
7. Feature code
Feature codes, also known as star codes, are essential components of telephony systems, including those utilizing Polycom phones. These codes provide a standardized method to access specific functions, including call transfer capabilities. The correct application of feature codes is integral to executing certain transfer methods on various Polycom phone models.
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Activation of Call Transfer Functions
Some Polycom phone systems require the use of feature codes to initiate a call transfer, particularly blind transfers. Rather than a dedicated transfer button, the user may need to dial a specific code (e.g., 72) followed by the extension number to forward the call. If a receptionist needs to forward a call to extension 205 and the feature code for blind transfer is 72, they would dial *72205. This approach ensures compatibility across different phone models and systems.
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Access to Advanced Transfer Options
Feature codes may unlock advanced call transfer options beyond basic attended or blind transfers. For instance, a feature code could enable call deflection, which redirects the call to an external number instead of an internal extension. A user expecting to leave the office could activate call deflection by dialing the appropriate feature code followed by their mobile phone number, ensuring all calls are routed to them externally.
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Customization and System Configuration
The specific feature codes used within a Polycom phone system are typically configured by the system administrator. This allows for customization based on the organization’s needs and telephony infrastructure. An administrator might change the default transfer feature code to avoid conflicts with other system functions or to simplify the dialing sequence for users.
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Compatibility and Legacy Systems
The reliance on feature codes for call transfer is more prevalent in older or less feature-rich Polycom phone systems. Newer systems often incorporate dedicated buttons or soft keys for these functions, reducing the need for memorizing and dialing codes. However, understanding feature codes remains valuable for troubleshooting or working with legacy telephony infrastructure.
In conclusion, while modern Polycom phones may offer streamlined interfaces for call transfer, feature codes remain a fundamental element of many systems. Their correct utilization ensures access to various transfer functionalities and compatibility across different telephony environments. Understanding feature codes adds a deeper comprehension of how call transfer mechanisms operate, particularly in customized or older Polycom phone setups.
8. Soft keys
Soft keys are dynamic, context-sensitive buttons located on Polycom phones that play a crucial role in executing call transfers. These keys, typically situated near the phone’s display screen, adapt their function based on the current call state, providing users with relevant options such as “Transfer,” “Consult,” or “End Call.” The presence and proper functioning of soft keys are essential for performing call transfers efficiently, directly impacting the user’s ability to redirect calls. Without these dynamic controls, users might be relegated to using less intuitive methods like feature codes, thus reducing operational speed and increasing the likelihood of errors. For example, during an active call, a soft key labeled “Transfer” appears, initiating the transfer process with a single button press. The absence of this soft key necessitates reliance on alternative, less convenient methods for call redirection.
The specific actions enabled by soft keys during a call transfer can vary depending on the phone model and system configuration. However, the general process involves using a soft key to place the call on hold, dialing the recipient’s extension, and then utilizing another soft key to complete the transfer, either with or without consultation. Soft keys simplify complex functions into single actions, allowing for streamlined call management. In a customer service environment, agents can quickly transfer calls to specialized departments using soft keys, improving customer satisfaction and call resolution times. Furthermore, error handling is often facilitated by soft keys; for instance, a “Cancel” or “Back” soft key may appear during the transfer process, allowing the user to correct mistakes or abort the transfer if necessary. The direct link between soft key functionality and system programming ensures a customizable and adaptable experience for diverse organizational requirements.
Ultimately, the effective use of soft keys is paramount to mastering call transfer on Polycom phones. Understanding the specific functions assigned to each soft key within the system is essential for efficient call handling. While challenges may arise from unfamiliarity with the phone’s interface or system-specific configurations, the benefits of using soft keysspeed, accuracy, and ease of useoutweigh the potential difficulties. Therefore, proper training and familiarization with soft key functions are crucial for optimizing communication workflows and ensuring seamless call redirection within any organization utilizing Polycom phones. Soft keys thus form a cornerstone of the call transfer process, enabling intuitive and efficient communication management.
9. Dialing options
Dialing options on a Polycom phone fundamentally dictate the execution of call transfers. The precise method for initiating a transfer hinges on the available dialing functionalities and the phone system’s configuration. Proper understanding and utilization of these options are essential for a successful transfer, regardless of whether it is attended or blind. An incorrect dialing sequence inevitably leads to a failed transfer or a misdirected call. For example, if the system requires a specific prefix to dial internal extensions, failing to include that prefix will prevent the transfer from reaching the intended recipient.
The influence of dialing options extends to several key aspects of call transfer. The speed dial feature enables quick transfer to frequently contacted extensions, reducing the need to manually dial the number each time. Redial functionality assists in attempting a transfer again if the initial attempt fails due to a busy line or unanswered call. The ability to dial external numbers directly allows for transferring calls outside the internal phone system, expanding the possibilities for call redirection. A healthcare provider transferring a patient’s call to a specialist’s office exemplifies this external transfer. Furthermore, dialing rules imposed by the phone system administrator can affect the permissibility of transferring calls to certain numbers or locations. These rules are designed to enforce security or cost controls.
Effective call transfer on a Polycom phone relies significantly on a comprehensive grasp of the available dialing options. Whether it involves utilizing speed dial for frequent transfers, adhering to specific dialing prefixes, or understanding the limitations imposed by system-wide dialing rules, the dialing options employed determine the success or failure of the transfer. Addressing challenges associated with incorrect dialing sequences or unfamiliarity with system-specific rules ensures efficient and accurate call redirection, contributing to enhanced communication workflows. Therefore, a proficient understanding of dialing options is an integral component of how to transfer a call on a Polycom phone, irrespective of the specific transfer method used.
Frequently Asked Questions
This section addresses common inquiries regarding the process of transferring calls on Polycom phone systems, providing concise and informative answers to ensure effective utilization of this feature.
Question 1: Is call transfer functionality available on all Polycom phone models?
Call transfer is a standard feature on most Polycom phone models; however, the precise implementation, such as the use of soft keys versus feature codes, can vary. Consult the specific phone model’s documentation for detailed instructions.
Question 2: What is the difference between an attended and a blind call transfer?
An attended transfer involves speaking with the intended recipient before connecting them to the caller, while a blind transfer immediately redirects the call without prior consultation.
Question 3: How is a call transferred to an external number using a Polycom phone?
To transfer a call to an external number, initiate the transfer sequence, then dial the complete external number, including any required prefixes, and complete the transfer process as per the system’s instructions.
Question 4: What steps should be taken if a call transfer fails?
If a call transfer fails, verify the accuracy of the dialed extension, confirm that the recipient’s line is not busy, and ensure that the phone system is properly configured for call transfer functionality.
Question 5: Can a call be transferred to voicemail using a Polycom phone?
The ability to transfer a call directly to voicemail depends on the phone system’s configuration. Some systems provide a specific feature code or extension number for voicemail transfer.
Question 6: How can the designated transfer button or soft key be identified on a Polycom phone?
The designated transfer button is typically labeled “Transfer” or “Trans.” On models utilizing soft keys, the transfer option will appear on the display screen during an active call.
Successful call transfer relies on understanding the specific procedures and options available on the Polycom phone system. Consult the user manual or system administrator for detailed guidance.
The following section will detail troubleshooting common issues related to call transfer on Polycom phones.
Expert Tips for Efficient Call Transfer on Polycom Phones
This section provides actionable tips to optimize the utilization of call transfer functionality on Polycom phones, enhancing communication workflows and minimizing potential errors.
Tip 1: Master Attended Transfers:Prioritize attended transfers whenever possible to ensure the recipient is available and prepared for the incoming call. This reduces caller frustration and enhances professionalism. A receptionist should always attempt an attended transfer unless explicitly instructed otherwise.
Tip 2: Verify Extension Numbers:Double-check the extension number before initiating a transfer. An incorrect number results in misdirected calls and wasted time. Consult the employee directory or contact list to confirm accuracy.
Tip 3: Utilize Speed Dial and Contacts:Program frequently used extensions into speed dial or contacts for quick and efficient transfers. This minimizes manual dialing and reduces the chance of errors.
Tip 4: Understand System-Specific Feature Codes:Familiarize personnel with any feature codes required for call transfer, especially blind transfers or transfers to voicemail. These codes vary depending on the phone system configuration.
Tip 5: Train Employees on Soft Key Functions:Ensure all employees are properly trained on the functions of soft keys related to call transfer. This enables them to perform transfers smoothly and confidently.
Tip 6: Implement Clear Hold Music:Configure appropriate hold music for callers placed on hold during a transfer. Avoid disruptive or unprofessional music that could negatively impact the caller’s experience.
Tip 7: Consider Call Park for Mobile Employees:Utilize call park functionality for employees who are frequently mobile within the office. This allows them to retrieve calls from any phone rather than relying on direct transfers to their desk extension.
By implementing these expert tips, organizations can significantly improve the efficiency and accuracy of call transfers on Polycom phones, enhancing communication and customer satisfaction.
The following section provides troubleshooting advice for resolving issues commonly encountered during call transfers on Polycom phone systems.
Conclusion
This article has provided a detailed exploration of how to transfer a call on a Polycom phone, encompassing attended and blind transfer methods, the function of the transfer button, consultation hold, the importance of extension numbers, the alternative approach of call park, the use of feature codes, soft key utilization, and dialing options. These elements constitute the foundation of effective call management within an organization utilizing Polycom phone systems.
Mastering these techniques is crucial for maintaining operational efficiency and ensuring seamless communication. Organizations are encouraged to implement comprehensive training programs to equip personnel with the skills necessary to proficiently execute call transfers on Polycom phones, thereby optimizing communication workflows and enhancing overall productivity.
