There may be times where you need to transfer a caller to a coworker. Using Call Transfer in Microsoft Teams allows you to perform both blind and consultative transfer actions.
It is possible to perform a call transfer to any Microsoft Teams user, whether they are enabled for telephone calls or not.
Blind Call Transfer
Blind Call transfer is when you immediately transfer a caller to another person. You do not bother to first check that they are in a position to accept a call, nor do you let them know who is calling and about what.
When using blind call transfer, if the person who you are transferring to does not accept the call, Teams will return the caller to you. It will not drop the call or leave the caller in limbo.
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To perform a blind transfer, whilst on an active call click the ellipsis in the call control bar and choose Transfer
To initiate the transfer, search for the name of the person you wish to transfer the call to and then press the Transfer button
If you want to transfer the caller to the person’s mobile number, if available in their contact card, you will be able to click the down arrow next to the transfer button and select their mobile number.
If the person rejects the call or does not answer or forward to voicemail, you will get an option to collect the call back
Press the play icon to retrieve the call or the receiver icon to hang up.
Consultative Call Transfer in Microsoft Teams
Consultative call transfer is much more graceful and a better customer experience overall than blind transfer. It allows the transferor and transferee to engage in a preamble text to give context to the caller and enquiry.
To perform a consultative transfer, from the call control bar in an active call, click the ellipsis (…) and select Consult then Transfer.
Search for the person you wish to consult with and then press the consult button.
It is worth noting at this point that the caller will be active until you press the consult button after which they will be placed on hold.
You can use Chat to let them know and request permission to transfer. On acceptance, press the Transfer button to complete the transaction.
If they decline the transfer, you can click Stop Consulting to return to the caller and provide that feedback.