Consult With Another Party During a Call

Use this section if you want to speak to another party during a two-way call (a consultation). The original party is placed on hold while you speak to the consulted party. At the end of your consultation, you return to speaking with the original party.

Procedure

Note: this procedure initiates a warm transfer, but the call is NOT transferred to the consulted party.

1. Click the Transfer Call  button on the Comms Panel - Phone Tab.  

The other party is placed on hold and hears hold music. Transfer options are displayed in the panel and a timer is displayed to remind you how long the call has been placed on hold since the transfer was initiated.

2. Do one of the following:

Action	Instructions
Choose your own destination for consultation	Click the Warm Transfer button Note: if you do not have the option to perform a warm transfer, click the OK button that is offered instead (or press the Enter key). This initiates a warm transfer. Proceed from step 3 below.
Use a preset warm transfer shortcut destination (if available)	In the 'Shortcuts' sub-panel, click the desired warm transfer destination button (indicated by a  symbol). The 'Warm' filter option is for displaying warm transfer destinations only. Proceed from step 4 below.

3. To choose your own consultation destination, do one of the following:

In the Warm Transfer field, enter the number of the transfer target and then click the  button to call them.

Or, in the same field, begin entering a word (such as the target's first name or last name) and then select the desired name from the dynamic search to call them.

Or, select the transfer target from your Favourites list to call them.

4. Wait for the consultation target to answer the ringing call.

While the phone is ringing, do one of the following if you decide not to call the target destination:

Action before third party answers	Instructions
Call a different party	Click the Cancel Transfer button if you decide to call a different third party. The ringing will stop and the original party will remain on hold. You may now use the Transfer   button to call a different party (by returning to step 1).
Return to the two-way call	Click the Take Back button if you decide not to proceed with a consultation. The ringing will stop and you will be returned to speaking with the original party.

5. When the transfer target answers, consult with them.

6. (Optional) Click the Toggle button if you need to speak to the original party during the consultation call. The intended third party is put on hold and cannot hear the conversation.

Clicking the button again reverts to the intended third party. The original party is put on hold and cannot hear the conversation.

You may toggle between the parties as many times as is required.

7. When you have finished the consultation, use the other options on the panel to do one of the following:

Action on finishing consultation	Instructions
Call another party	Click the Cancel Transfer button. This keeps the original party on hold. You can then use the Transfer   button to call another party for consultation (by returning to step 1).
Return to the two-way call	Click the Take Back button. This drops the consultation call and puts you back in conversation with the original party.