Cannot warm transfer on desktop app

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I cannot seem to do a warm transfer from my desktop app, i select an exsisting contact in the hud, or click transfer in the active call and type the name (or extension) but only gives me option to blind transfer, warm transfer button stays grey.
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kelly

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Posted 1 year ago

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Chris Duquette, Champion

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I don't use a softphone much , but the little i do know ill try and put out there. im assuming you dont put the call on hold first right?, cause maybe that would stop the feature from showing up, otherwise it should just be there as an option like you said. If the other options work there must be a simple fix or key stroke to pull it off.
(Edited)
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Saadet - Community Support, Official Rep

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Hello Kelly,

When I use the softphone and select the transfer button while on the active call I get the option to do a warm-transfer. What version of the softphone are you on? Can you walk us through your normal process of trying to transfer a call?
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kelly

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I've literally just installed in, normally use a desktop cisco ip phone.

 I've tried pressing hold, then transfer. I've tried straight pressing transfer and selecting a contact but warm transfer still doesn't show. I've tried using it via the HUD clicking transfer either when they are on hold or not and still only get the option for blind transfer.

I must be using the current version ( don't know how to tell ) because when I checked for updates it told me I was up to date.

I really only wanted to use the desktop version to keep hands free, having a phone cord dangling across my keyboard when trying to type a message with a phone under one ear and wires in the way because a colleague cant answer (which is almost every time) is a pain, I'm tempted to just buy a headset for the phone but hoping to save pennies, by just using one I have and trying to use the desktop app. E.g just plugging headset into PC. Using a windows PC if that helps.

Obviously on the desk phone i press xfer - dial the extension - introduce and then press transfer.

what order should I be doing this in?

Thank you.
(Edited)
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Saadet - Community Support, Official Rep

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Hello Kelly,

To check the current version of the softphone you will press the gear button on the bottom. When the second screen pops up, the current version is located at the bottom right-hand side:


When conducting a warm transfer follow these steps:
1) Answer the call
2) Select the transfer button (no need to put them on hold):


3) Select the individual you would like to have the call go to (the warm transfer button will be grey until you do)
4) The Warm Transfer button will become active and then you'll press it and it will call the individual. Once they answer, select the Complete Transfer button
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kelly

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Hi,

I'm using version 8.4.5.25218.

That is what I've tried but my warm transfer button stays grey.

Thank you,
Kelly.
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Saadet - Community Support, Official Rep

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Hello Kelly,

I discovered the reason why. If you do not have a Digital Line (DL) on your extension, the warm transfer option is not available. In order to complete this type of request, the system requires a DL on the extension. 
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kelly

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Hi,

Thank you for this, any way to set up a digital line on it? 

Thanks,
Kelly
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Jan Ferguson, Channel Partner, Champion

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You would have to check with your administrator to have this done if they have extra digital lines to assign. Otherwise they would have to purchase an additional digital line to assign to you.
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Ingrid Boes

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what if the extension you are calling is not available. How do you get back to the original caller to tell him/her that and offer voicemail?
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Chris Duquette, Champion

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there is a way to return the call to you if you have warm transferred, just end that call to the other internal extension, then offer VM or deal the call to another assisting party.
(Edited)