Transfer calls in BT Cloud Voice

Using Call Transfer in BT Cloud Voice puts your caller on hold while you transfer them to someone else.

You can transfer a caller using just the buttons on your phone. But to have all the Call Transfer options available, you’ll need to set up Call Transfer in the BT Cloud Voice Portal first.

How to transfer a caller using your BT Cloud Voice phone

1. Put your caller on hold.
   
2. Call the person you’re transferring the caller to.
   
3. When they answer, you have two options:
   1. Open a three-way conversation, so you announce the caller to the person you’re transferring them to. Press the relevant button on your phone to do this.
   2. Transfer the caller without speaking to the person you’re transferring them to. Press the relevant button on your phone to do this.
      
4. You’re now free to take or make another call.
   

Please note that different phones have different button names – such as Park, Hold, Conference and Transfer – so you’ll need to select the right button for your phone to transfer a call. Find user guides for Cloud Voice phones.

How to set up Call Transfer Recall for Cloud Voice

Call Transfer Recall brings a caller back to you if the person you’re transferring them to doesn’t answer.

1. Sign in to the BT Cloud Voice Portal.
   
2. From the dashboard select Users (across the top).
   
3. Search for the user and click the settings icon.
   
4. Select Features on the left.
   
5. In the Call transfer tile, click the settings icon.
   
6. Tick the box beside Transfer recall.
   
7. Click Manage and set how many seconds before the call is transferred back to the transferring phone.
   
8. Click Save.
   

How to set up Busy Camp

If you transfer a call and the number you’re transferring to is busy, Busy Camp can be set up and will hold the transferred call until the line is free, for a defined time period. If the call remains unanswered, after the time you set, it’s returned to the transferring phone. 

1. Sign in to the BT Cloud Voice Portal.
   
2. From the dashboard select Users (across the top).
   
3. Search for the user and click the settings icon.
   
4. Select Features on the left.
   
5. In the Call transfer tile, click the settings icon.
   
6. Tick the box beside Busy camp.
   
7. Click Manage and set how many seconds the call will be held at a busy number, before the call is returned back to the transferring phone.
   
8. Click Save.