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How do I handle live calls on my BT One Phone? | BT Business

How do I handle live calls on my BT One Phone?

You have the following call handling options when using your BT One Phone device, but only if you're in the UK:

Placing a call on hold

  • To put a call on hold, press # #
  • To go back to the call, press #

Transferring a call (with or without talking to the person you're transferring to first)

To speak to the person you're transferring the call to first (consultative call transfer):

  • Press # # to put the original caller on hold.
  • Dial the phone number (a colleague's extension, or full number, or an external number) followed by #.
  • Speak to the person you're transferring the call to.
  • Transfer them to the caller by hanging up; or
  • If you decide to transfer the call to someone else press 1 – the original caller will remain on hold.
  • Dial the new phone number, followed by and repeat as before.

To transfer the call without first talking to the person you're transferring the call to (blind call transfer):

  • Press # # *
  • Dial the phone number (a colleague's extension, or full number, or an external number) followed by then hang up.

If you want to get back to the original caller during the transfer or you make a mistake while dialling the phone number, press * #. This will reconnect you with the caller.

Switching between two active calls

Known as call toggling, this feature lets you switch between two active calls after the first part of a consultative call. During a call, you can press 2 to toggle between the two calls. When you end the call, the other two calls are connected.

Setting up a three-way conversation

You can involve a third person in your call to have a three-way conversation. 

To set up a call between yourself and two other callers:

  • Call the first participant and put them on hold by pressing # #
  • Call the second participant by dialling their phone number followed by #
  • When the second call connects, press 3 to connect all three of you.

You can end the call by hanging up. This will end the call for everyone. If one of the other participants drops out however, the remaining people will stay connected in a two-way call.

Call waiting

The call waiting feature lets you know when you've an incoming call while you're on another call.

Note: This is a network service and needs enabling on your phone. Check with your administrator to see whether your phone has been enabled.

You can choose to accept or decline another call:

  • To accept the incoming call while you're on another call, select Answer on your phone.
  • This will put the current call on hold and allow you to speak to the incoming caller.
  • You can end this second call by hanging up, which will return you to your original call.

If you don't want the incoming call to interrupt the call you're on, just let it ring or hang up, and the call will be handled according to your settings in the BT One Phone portal.

Ring back when free

If you try to call another BT One Phone user in your company and get an engaged tone, you can request an automatic call-back. This Ring back when free function is only available for internal calls.

  • Just press 9.
  • A recorded message will let you know that the call back has been activated and then your call will end.
  • When your colleague becomes free, you'll be called back; once you've picked up the call you'll be transferred to your colleague.

When you get your call-back, your company's main number will be displayed.

The Ring back when free function stays active for a maximum of 60 minutes. If your colleague doesn't become available in that time, you'll need to repeat the Ring back when free process.

You can request a call back from as many colleagues as you like, unless they've already got a call back request from someone else – you can only have one call back request for any one number.

If you don't get an engaged tone, but are transferred directly to your colleague's voicemail, you can still press 9 to request a call back – your colleague will be notified by text or email.

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