Calls can be transferred to colleagues, external parties, specific telephone numbers, or contact centre queues.

In many organisations, it is standard practice to briefly speak with the intended recipient before transferring the call. This is known as a consultation transfer or warm transfer, and it allows you to provide context or confirm availability before completing the transfer.

Alternatively, you may choose to transfer the call without prior consultation. This is referred to as a blind transfer.

Warm Transfer

It's good practice to inform the caller that you are going to transfer their call, then:

1. Search for a colleague or type an external number in the search box.

Calling another Halo user	Calling an external number

2. Click the ‘call’ icon.

3. Once the 3rd party answers the call, click ‘Transfer’.

The video below shows Ava transferring a call to Carlos.

Attempting multiple destinations

If the person you transfer the call to does not answer:

1. Click ‘End’ to disconnect the call to the third party, or wait for the call attempt to disconnect automatically.
2. The original caller will remain on hold.
3. Click Resume to return to the caller.

4. Let the caller know you will try another destination. Note that this is a contact centre best practice.
5. Repeat the transfer process to try the same destination again or select a different destination.

Blind Transfer

It's good practice to inform the caller that you are going to transfer their call, then:

1. Search for the desired contact.
2. Click the three-dot menu, 
3. Select Blind Transfer, and choose the appropriate number to dial.

Alternatively, if the contact appears at the top of the list, you can initiate the call using a shortcut key combination.

Shortcut Key: Press Ctrl + Shift + X to blind transfer the call to the first contact in the search results. 

Mouse Action: While holding Ctrl, click the Call Link button in a contact card to blind transfer the call to that contact.