Category:HowTo:Transfer

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Contents

Applicability

The following description describes the behavior of snom phones as of firmware version 6.5.18 and 7.1.33.


Roles

This document uses the following terminology to describe the various rĂ´les involved in a transfer:

A (n)BC (n)
transferred party (external/internal) transferring party transfer destination/transferred-to party

(1)

...

(n)

snom 3XX

(1)

...

(n)

Keys

snom phones have two transfer keys:

  • the hard transfer key: this the physical button on the phone bearing the icon and the "Transfer" caption. It is used for Blind and Attended Call Transfer. When there are only incoming ringing calls active on the phone it may also be used to invoke Call Deflect.
  • the context-sensitive transfer key: This is the one of the four function keys below the display with text "Xfer" or the icon (snom 360 only) assigned to it. It is used for Call Deflect only. It is usually assigned to the first (leftmost) button. This key will appear only when there is an incoming ringing call, unless call deflection is disabled.

Blind Transfer

snom phones are capable of performing a blind transfer on both coming and going calls. It can be initiated from the talk and hold states (only when there is exactly one call active on the phone, which is the most common scenario), or from the calling state (this requires at least two active calls). When there is more than one call active on the phone, the transfer destination must be ringing before a blind transfer is initiated and also when it is completed.

Using the "Transfer" Key (1 Call)

This is the most common way of executing a blind transfer, but this procedure applies only if there is exactly 1 call in the connected state active on the phone. If there are additional held calls active, the multiple call procedure must be applied.

Phone Type 1st step 2nd step 3rd step 4th step 5th step
Manual
  • A calls B
  • B answers
  • B places A on "hold"
  • B presses "transfer"
  • B dials C
  • B hangs up

  • A calls B
  • B answers by pressing or F-Key "Line X" or by lifting the handset
  • B presses
  • B enters C's number and dials by pressing the
  • B will be disconnected from A
  • A's call is transferred to C
  • B presses F-Key "Transfer"
  • B dials C
  • Image:S300_Pic16.png
  • B is disconnected from A
  • A is transferred to C

Using the "Call Join On Transfer (2 Calls)" Option with Blind Transfer

When there is only on call eligible for transfer, there is an alternative blind transfer procedure. It is a simplified version of the multiple call procedure and requires the following option to be enabled:


Phone Type 1st step 2nd step 3rd step 4th step 5th step
Manual
  • A calls B
  • B answers
  • B places A on "hold"
  • B dials C
  • B presses "transfer"
  • B hangs up

  • A calls B
  • B answers by pressing or F-Key "Line X" or by lifting the handset
  • B dials C
  • B presses
  • B is disconnected from A
  • A is transferred to C
  • B dials C
  • Image:S300_Pic16.png
  • B presses F-Key "Transfer"
  • B is disconnected from A
  • A is transferred to C

Using the "Transfer" Key (n Calls)

This section describes the blind transfer procedure when n calls: A (1...n) are on hold. When n=1, the following procedure applies only if "Call Join On Transfer (2 calls)" is turned off:

Phone Type 1st step 2nd step 3rd step 4th step

  • B has n calls on hold
  • B dials C
  • B presses
  • B chooses A(n) from call list
  • The last call placed on hold is selected by default
  • B presses or
  • B gets disconnected from A
  • A (n) is transferred to C
  • B has n calls on hold
  • B dials C
  • B presses F-Key "Transfer"
  • B chooses A(n) from call list
  • The last call to be placed on hold is selected by default
  • B presses F-Key "Transfer" or
  • B gets disconnected from A
  • A (n) is transferred to C

Attended Transfer

snom phones are capable of performing an attended transfer on both coming and going calls. By definition, it can be initiated from the talk and hold states only since it requires some communication to have occurred between the transferring and the transferred-to parties. When initiated from the talk state, there must be at least on held call and the connected call becomes the transfer destination; when initiated from the hold state, there must be at least two held calls, and the last party to be placed on hold becomes the transfer destination.

Using the "Transfer" Key (2 Calls)

This section describes the attended call transfer procedure when there are exactly 2 incoming or outgoing calls which are to be joined. This procedure may be simplified by utilizing the Call Join On Transfer option.

However, in the scenario described here the "Call Join On Transfer (2 calls)" is turned off:

Phone Type 1st step 2nd step 3rd step 4th step (A) 4th step (B)
Manual
  • A calls B
  • B answers
  • B places A on "hold"
  • B dials C
  • C answers
  • C does not answer
  • B presses "transfer" and hangs up (= transfer is complete)
  • B goes back to A and provides choices to leave voice mail, select another extension, or hang up

  • A calls B
  • B answers by pressing
  • B dials C
  • C answers
  • C does not answer
  • B announces the transfer
  • B presses 2 x (twice)
  • B is disconnected from A and C
  • A is transferred to C
  • B cancels the call
  • B presses
  • B goes back to step 3

  • A calls B
  • B answers by pressing
  • B dials C
  • C answers
  • C does not answer
  • B announces the transfer
  • B presses F-Key "Transfer" followed by "OK"-Key
  • B is disconnected from A and C
  • A is transferred to C
  • B cancels the call
  • B presses
  • B goes back to step 3

Using the "Call Join On Transfer (2 Calls)" Option with Attended Transfer

When there is only on call eligible for transfer, the transfer procedure may be simplified. This requires the following option to be enabled:

Phone Type 1st step 2nd step 3rd step 4th step (A) 4th step (B)
Manual
  • A calls B
  • B answers
  • B places A on "hold"
  • B dials C
  • C answers
  • C does not answer
  • B presses "transfer" and hangs up (= transfer is complete)
  • B goes back to A and provides choices to leave voice mail, select another extension, or hang up

  • A calls B
  • B answers by pressing
  • B dials C
  • C answers
  • C does not answer
  • B announces the transfer
  • B presses 1 x (once)
  • B is disconnected from A and C
  • A is transferred to C
  • B cancels the call
  • B presses
  • B goes back to step 3

  • A calls B
  • B answers by pressing
  • B dials C
  • C answers
  • C does not answer
  • B announces the transfer
  • B presses F-Key "Transfer"
  • B is disconnected from A and C
  • A is transferred to C
  • B cancels the call
  • B presses
  • B goes back to step 3

Using "Transfer On Onhook" Option (2 Calls)

This section describes how to perform an attended transfer simply by hanging up the phone. Note that this only works when there is exactly 1 held and 1 connected call. Also, the handset must be recradled; using the cancel or the speaker button to disconnect the call will not invoke a call transfer but simply terminate the current call. The following option must be turned on:

Phone Type 1st step 2nd step 3rd step 4th step (A) 4th step (B)
Manual
  • A calls B
  • B answers by lifting the handset
  • B places A on "hold"
  • B dials C
  • C answers
  • C does not answer
  • B hangs up (= transfer is complete)
  • B goes back to A and provides choices to leave voice mail, select another extension, or hang up

  • A calls B
  • B answers by lifting the handset
  • B dials C
  • C answers
  • C does not answer
  • B announces the transfer
  • B hangs up (replaces the handset)
  • B is disconnected from A and C
  • A is transferred to C
  • B cancels the call
  • B presses
  • B goes back to step 3

  • A calls B
  • B answers by lifting the handset
  • B dials C
  • C answers
  • C does not answer
  • B announces the transfer
  • B hangs up (replaces the handset)
  • B is disconnected from A and C
  • A is transferred to C
  • B cancels the call
  • B presses
  • B goes back to step 3

Using "Transfer" Key (n Calls)

This section describes the attended call transfer procedure when n incoming calls: A (1...n) are to be transferred to n distinct extensions: C (1...n).

Phone Type 1st step 2nd step 3rd step 4th step (A) 4th step (B)
Manual
  • A (n) call B
  • B answers
  • B places A (n) on "hold"
  • B dials C (n)
  • C (n) answers
  • C (n) does not answer
  • B presses "transfer" and hangs up (= transfer is complete)
  • B goes back to A (n) and provides choices to leave voice mail, select another extension, or hang up

  • A (n) calls B
  • B answers by pressing
  • B dials C (n)
  • C (n) answers
  • C (n) does not answer
  • B announces the transfer
  • B presses
  • B chooses A (n) from "Calls on hold list"
  • The last call to be placed on hold is selected by default
  • B is disconnected from A (n) and C (n)
  • A (n) is transferred to C (n)
  • B (n) cancels the call
  • B presses
  • B goes back to step 3

  • A (n) calls B
  • B answers by pressing
  • B dials C (n)
  • C (n) answers
  • C (n) does not answer
  • B announces the transfer
  • B presses F-Key "Transfer"
  • B chooses A (n) from "Calls on hold list"
  • The last call to be placed on hold is selected by default
  • B is disconnected from A (n) and C (n)
  • A is transferred to C (n)
  • B cancels the call
  • B presses
  • B goes back to step 3

Call Deflection

Introduction

snom phones provide the capability of transferring an incoming ringing call to a third destination without answering it first. This is also referred to as "Call Deflection".

The context-sensitive transfer key Image:S360_xfer_key.png has been reserved for this functionality; it can no longer be used to effect a regular call transfer (blind or attended). This is so the user can unambiguously indicate what he wishes to do in a situation where this might not be readily discernible, for instance when there is one held and one ringing call. In this case the soft transfer key will affect the ringing call (deflect it) and the hard transfer key (the physical button on the phone) will affect the held call (transfer it). The soft transfer key will appear only when there is at least one ringing call. Call Deflection may be disabled; in this case the soft transfer key will not appear.

Note: The snom 300 does not have soft keys. In order to utilize the functionality on the snom 300 one of the programmable keys must have been dedicated to key event "F_DEFLECT".

Usage

via Soft "Transfer" Key (1 Ringing Call)

This section describes how to deflect a call when there is exactly 1 incoming ringing call.

Phone Type 1st step 2nd step 3rd step 4th step
  • A calls B
  • B presses or pressses
  • B dials C
  • B is disconnected from A
  • A is transferred to C
  • A calls B
  • B presses
  • B dials C
  • B is disconnected from A
  • A is transferred to C
  • A calls B
  • B presses the key under the icon
  • B dials C
  • B is disconnected from A
  • A is transferred to C
  • A calls B
  • B presses the function key labeled "Xfer"
  • B dials C
  • B is disconnected from A
  • A is transferred to C
  • A calls B
  • B dials C
  • B is disconnected from A
  • A is transferred to C

via Soft "Transfer" Key (Multiple Ringing Calls)

This section describes how to deflect a call when there is more than 1 incoming ringing call.

Phone Type 1st step 2nd step 3rd step 4th step 5th step
  • Another call is already ringing on B's phone.
  • A calls B
  • B dials C
  • B selects a call from the list of ringing calls
  • The oldest call is selected by default
  • B is disconnected from A
  • A is transferred to C
  • Another call is already ringing on B's phone.
  • A calls B
  • B dials C
  • B selects a call from the list of ringing calls
  • The oldest call is selected by default
  • B is disconnected from A
  • A is transferred to C
  • Another call is already ringing on B's phone.
  • A calls B
  • B presses the key under the icon
  • B dials C
  • B selects a call from the list of ringing calls
  • The oldest call is selected by default
  • B is disconnected from A
  • A is transferred to C
  • Another call is already ringing on B's phone.
  • A calls B
  • B presses the function key labeled "Xfer"
  • B dials C
  • B selects a call from the list of ringing calls
  • The oldest call is selected by default
  • B is disconnected from A
  • A is transferred to C
  • Another call is already ringing on B's phone.
  • A calls B
  • B dials C
  • B selects a call from the list of ringing calls
  • The oldest call is selected by default
  • B is disconnected from A
  • A is transferred to C

Disabling Call Deflect

Turning on the setting "Disable Deflection" will also disable Call Deflect. When this setting is turned on, the soft transfer key will not appear.

Gotchas

When the transfer key is pressed the snom phone will attempt to join two existing answered calls. And when the "Call Join on Xfer" option is turned on and there are exactly two such calls, the phone will do so without prompting the user to confirm. This can lead to some unintended behavior. Suppose the following scenario:

Alice calls Bob. Bob answers and they talk. Now Chuck calls Bob. Bob answeres the second call; Alice is put on hold. Chuck wants to be transferred to Doreen. If Bob were to press the transfer key at this point, Chuck would be transferred to Alice. Instead, Bob must call Doreen first and then press the transfer key. He can do this before Doreen answers, in which case he would have performed a blind transfer, or he can wait until Doreen answers and announce the transfer, in which case this would be an attended transfer. But in any event, the phone will prompt him to select which call (Alice or Chuck) to transfer. The phone will suggest Chuck, since he was the last one to be put on hold. But Bob could also select Alice if he wanted to (using the left or right arrow keys, up and down on the snom 370).

But let's complicate the scenario further. Suppose while Bob is talking to Doreen, Eve calls Bob (He has not yet pressed the transfer key). He decides to answer Eve's call; now Doreen is put on hold as well. He asks Eve to hold so he can transfer Chuck to Doreen. If he were to press the transfer key at this point, Eve would become the transfer destination as hers was the last active call. He must therefore first scroll through the list of held calls and retrieve Doreen, then press the transfer key. At this point the phone will prompt him to select which call to transfer, Eve being the default as she was put on hold last. Bob presses the arrow key until Chuck's name (or number) appears and then presses enter (or transfer again). Now Chuck is connected with Doreen, and Alice and Eve are both on hold.

Had Eve called after Bob he had already pressed the transfer key for the first time, she would have gotten a busy indication, since the phone rejects any new calls while it is in the transfer state, i.e. the window between pressing the transfer key for first time to initiate the transfer and the second time to complete it.

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