Customers who use Polycom SoundPoint IP phones or the Cisco SPA 300 and SPA 500 series phones can transfer calls using the transfer button on the desk phone.  If you don’t have one of these phones or are away from your desk, you can transfer inbound calls using Aptela's Anywhere Menu.

Using the Transfer Button on a Polycom or Cisco Desk Phone

Transfers (Warm)

1. While on a call, press the "Transfer" button.
2. Dial * plus the extension number or enter a 10-digit number.
3. When the party answers, you may speak with them.
4. To connect the caller, press "Transfer" again and hang up.

Transfers (Cold) - Polycom phones

1. While on a call, press the "Transfer” button.
2. Press the “Blind” button.
3. Dial * plus the extension or enter a 10-digit number.
4. The call is transferred and you will be disconnected.

Transfers (Cold) - Cisco SPA 300 and SPA 500 series phones

1. While on a call, press the right arrow key
2. Press "bXfer" (press the right arrow key to display this option)
3. Dial * plus the extension or enter a 10-digit number.
4. Pres "Dial"
5. The call is transferred and you will be disconnected.

Transfer using the Anywhere Menu

1. When you answer an Aptela call on your mobile or another landline phone, press **3.

1. Dial * plus the extension number or enter a 10-digit phone number.
2. Hang up to complete the transfer. Stay on the line if you wish to speak to the party you are calling prior to completing it.
   • TIP:  If the person you are transferring the call to does not want to take the call, hit **1 to resume the original call.

Transfer direct to Voicemail

• To transfer the caller to YOUR voicemail, press **2 then your extension number.
• When transferring a caller to a colleague's voicemail, use this option to bypass the colleague and drop the caller into his/her voicemail. Press **2 and then dial their extension number.

Navigating the ** Anywhere Menu
When receiving an Aptela call on a mobile phone or another landline, press ** to access the Anywhere Menu. Your options include:

1: Go back to the call
2: Transfer the call to voicemail
3: Transfer the call to an extension or 10-digit phone number
4: Transfer the call to an extension by entering the first several letters of the a coworker’s name
7: Start or stop call recording

A note on unanswered transfers that go to the wrong Voicemail (or No Answer Destination)

There are really three different scenarios when using the phone transfer buttons. The first two are:

• Cold (Polycom Transfer/Blind or Cisco bxfer)
• Warm (Polycom Transfer or Cisco xfer)

One difference between the two types is the behavior when the destination party fails to answer: for a Cold transfer the call goes to the destination voicemail (or No Answer Destination), but for a Warm transfer the call returns to the transferring user (who then can return to the original call). For example, a Cold transfer is ideal when transferring a call to a department, while a Warm transfer might be used when attempting to transfer to an individual (but if that person is not available you can return to the caller).

The third method is using a Warm transfer method but pressing the transfer key or hanging up before connecting to the destination user. This is not recommended but is often used; it will work like a Cold transfer most of the time. One case where this method might fail is when the destination of the transfer fails to answer; the system may treat this as a Cold transfer (so the call goes to the destination’s voicemail) or as a Warm transfer (the call returns to the transferring user, but since they have hung up it goes to their voicemail).

To always ensure that these transfers go to the destination user’s voicemail you should use the real Cold transfer method; alternatively you can turn off the Inbound Transfer Audio for all users and departments that are likely to be the destination of transfers. Also, using the **3 transfer method for either Cold or Warm transfers does not result in this problem.