Transfer a Call

Dialpad provides 4 different types of call transferring:

1. Direct Transfer (Transfer Now)
2. Ask First (Warm)
3. Transfer to Voicemail
4. Transfer to Hold Queue (Transfer to Hold)

Let's dive into the details of each one.

Audience: 2-10 HBW employees (Internal Use Only)

1. direct transfer (transfer now)

A direct transfer means the person/department receiving the transferred call does not have any pretext and is going into the call blind. When you opt to Transfer Now, your active call is temporarily put on hold and then directly transferred.

You can directly transfer to:

• Team members
• Numbers outside your Organization
• Departments (includes Main Line)
• Contact Centers
  

To transfer a call:

1. Select Transfer
   
   
2. Search for a contact:
• Manually type in a number, or select one of your most frequent contacts.
• If a team member/Department has more than 1 number, click the drop-down arrow to select.
  
  
3. Select Transfer Now

2. ask first (warm)

The Ask First (Warm Transfer) feature allows you to introduce your caller to your recipient before handing off the call. Once your team member/Operator answers, you'll have options to finalize the transfer, send the caller to voicemail, or even hang up the call.

Warm Transfers are available for:

• Team members
• Numbers outside your Organization
• Departments & Main Line (requires a number to be assigned)
• Contact Centers (requires a number to be assigned)
  

When you opt for Ask First:

• Your active call is put on hold
• The new call is placed to the team member/Operator to confirm the transfer

Note: In order to warm transfer a call to a Department or a Call Center, they must have a phone number assigned to it.

To warm transfer:

1. Select Transfer
   
   
   
2. Search for a contact:
1. Manually type in a number, or select one of your most frequent contacts
2. If a team member/Department has more than 1 number, click on the drop-down arrow to select
   
   
3. Select Ask First
   

3. transfer to voicemail

When you Transfer to Voicemail, your active call is put on hold and is transferred directly to your party’s voicemail greeting. Transfer to Voicemail is available for transfers between team members or to Departments (including the Main Line).

How to transfer to voicemail:

1. Click Transfer
   
   
   
2. Search for a contact:
• Manually type in a number, or select one of your most frequent contacts.
• If a team member/Department has more than 1 number, click on the drop-down arrow to select.
  
  
3. Select Transfer to voicemail
   

4. Transfer to Hold Queue (Transfer to Hold)

Transfer to Hold Queue (Transfer to Hold) is available for transfers between team members.

Transferring to a hold queue is ideal for times when you know your team member can take the call in a minute or two (perhaps they just stepped out to grab a quick cup of coffee).

When you opt to Transfer to Hold Queue, the active call is put on hold and transferred to a team member's hold queue. The receiving team member will view the call in their Active Call Sidebar, and the caller remains on hold until the receiving team member selects Switch Call to This Device to accept the call.

How to transfer to a hold queue:

1. Click Transfer
   
   
   
2. Search for a contact:
• Manually type in a number, or select one of your most frequent contacts.
• If a team member/Department has more than 1 number, click on the drop-down arrow to select.
  
  
3. Click Send to hold the queue
   

Disclaimer: This information intended to be solely informative in nature, and does not modify, alter, amend or otherwise affect in any way the terms of any Service Agreement or Warranty Coverage. Please refer to the Home Warranty Service Agreement and/or New Home Builder Warranty Booklet applicable to your specific home for all coverage details, procedures, rights and obligations. 2-10 Home Buyers Warranty is a family of companies with a mission to improve the experience of homeownership. As a Provider of Home Warranty Service Contracts, 2-10 Home Buyers Warranty is: 2-10 HBW Warranty of California Inc. in California; Home Buyers Warranty Corporation VI in Florida; 2-10 Home Buyers Warranty of Virginia, Inc. in Virginia; 2-10 Home Buyers Warranty of Oklahoma, Inc. in Oklahoma and Home Buyers Resale Warranty Corporation in all other states (OR Lic # 202003). As the Warranty Administrator for New Home Builder Warranties, 2-10 Home Buyers Warranty is Home Buyers Warranty Corporation III in New Jersey and Home Buyers Warranty Corporation in all other states.