Transfer Call to Another Extension

I’ve been playing with transferring calls. If I have a caller on the line and press flash they get put on hold. I can then press *T and I get asked what extension to transfer them to. However, once I input the extension the caller gets put straight into the extensions voice mail. The phone on the extension never rings. Is there something else that needs to be done to transfer a call?

Can you call this extension ok from another one of your extensions?

Tom B, yes, the extension would ring when called from another extension. Of course, now I’m trying to do some more testing and the *T isn’t working at all.

You mean *1, right? The sequence is:

  1. You are talking to the remote party
  2. You press *1 and get dialtone
  3. Dial the extension
  4. You’ll hear an announcement saying that the call is transferred

Thanks Dennis P. I’m not sure where I got the *T from, but that would explain why it didn’t work. *1 does work and I am able to transfer calls successfully now.

I’m sure it will change over the next few weeks, but there seems to be a serious shortage of details on how to operate the system currently available. In case it helps anyone else, here are some very basic instructions I put together for the people in our office.

Access voicemail

  • Dial your own extension
  • Follow prompts

Blind Transfer

  • Press *1
  • Dial extension number
  • Hang up

Attended Transfer

  • Put call on hold (Flash)
  • Dial extension number
  • Wait for extension to answer and tell them who is calling
  • Press *2 to complete transfer
  • Hang up

Yes, you are right. We have a bunch of knowledge base articles that will go live soon that should address this documentation gap.

Access voicemail

  • Dial your own extension
  • Follow prompts

Blind Transfer

  • Press *1
  • Dial extension number
  • Hang up

Attended Transfer

  • Put call on hold (Flash)
  • Dial extension number
  • Wait for extension to answer and tell them who is calling
  • Press *2 to complete transfer
  • Hang up[/quote]

I just confirmed that this works for me. Thanks for the post DIA.

Great Post and exactly what i was looking for… could not get ATTENDED Transfers to work… but i was missing the *2 at the end i guess !
Yes, 100% these are functions that should be covered in manual or online… as most that use this for business will be needing this…
Thank you all for the posts… very helpful !!
Rf

We’re working on beefing up documentation for Ooma Office. Articles will appear here:

https://www.ooma.com/app/support/ooma-office

We have an article on call transfers now.

Transfer calls is good, when it works. I don’t know if it is the phones we are using, or just temperamental new product software, but *1 and *2 transfers seem to work only half the time. When they don’t work, the caller hears the “*1” and any other keys pressed. Once it doesn’t work, retries on same call never work. The attended transfer (placing call on hold) however seems to work every time so that’s our procedure for now.

Any suggestions? What would keep Ooma from recognizing the star key some of the time?

Thanks,

Cpole

Hi Cpole,

What phone brand and exact model are you using?

I will call you and convene for a time where I can look in real time in your call transfer tests and corresponding live logs.

I’m experiencing the same issue as Cpole. I haven’t been able to successfully transfer a call using the blind method (* 1). I can make the attended transfer work. I’m able to call the other extension without any issues.

Hi gjg3238,

I will get in touch with you to look in real time what is the issue.

Both Blind Transfer and Attended Transfer has been working for me.

Hi cpole, gjg3238,

I purchased the same phone model as cpole was using. I did not experience any issue.

Invoking the Ooma Office features using star codes, at this time the inter-digit time out between the [*] key press and the next digit key press is 2 seconds.

If the interval between the [*] key press and the next digit is more than 2 seconds, both DTMFs are sent to the other party on the call and is not considered as invoking a feature such as call transfer.

It may be possible that the issue you were experiencing is that you did not dial fast enough star sequences like:

[][1] 1-step transfer
[
][2] 2-step transfer
[][3] 3-way conference
[
][8] direct transfer to voicemail

Well, I know I wasn’t waiting 2 seconds after pressing the “*” key but thanks for the input. Unlike gjg3238 the blind transfer did work half the time. We haven’t had time to mess with the phone system this week so will test again next week as we are getting desk phones. Overall, pretty happy with quality of phone calls on Ooma business. Almost abandoned it due to lack of features, but when I read they were coming soon I decided to give it a chance. Actually, AT&T ticked me off once again and reminded me of why I wanted to make this move. Their customer service absolutely sucks, and so far, Ooma customer service is awesome.

I’ll report back next week when we have a chance to see if our transfer problem still exists. For the most part we don’t use a blind transfer so it is not a big issue for now.

Cpole

I am also having the problem with blind transfers. When I press *1, the caller can hear the on-hold music. I press the extension to transfer to, and Ooma says “call transferred.” I hang up the phone, and the caller is disconnected.

We can do the announced transfers successfully.

We have a mix of phone handsets, and the behavior is the same on any of them.

Steve Wylie
Program Manager
Habitat for Humanity Lake County
707-994-1100 x104

please try again now