Transfer Call from Desk Phone to Mobile:

Use Cases:

• Leave office during long call
• Walking to meeting
• Heading to lunch
• Going to car/parking lot
• Privacy (move from open office to private area)

Transfer Call from Mobile to Desk Phone:

Benefits:

• Better audio quality (wired connection)
• Use headset
• Access keyboard/computer
• Professional environment
• Battery conservation

Multiple Registered Devices:

Device Options: If you have multiple devices registered:

• Desk phone
• Mobile app (smartphone)
• Softphone (computer)
• Home phone
• Conference room phone (if associated)

Selecting Target Device:

Method 1: Automatic (Single Alternative)

You have: Desk phone + Mobile
Currently on: Desk phone
Press *0 → Automatically flips to mobile

Method 2: Menu (Multiple Alternatives)

You have: Desk phone + Mobile + Softphone
Currently on: Desk phone
Press *0 → System prompts:
"Press 1 for mobile phone"
"Press 2 for softphone"
"Press 3 for conference room"
You press: 2
→ Flips to softphone

Method 3: Direct Dial

Press: *0 + device number
Example: *0-1234 (flips to specific device)

Device Labels:

• Customize device names in portal
• "John's Mobile"
• "Office Desk Phone"
• "Home Office"
• "Conference Room A"

Makes selection menu clearer

Call Flip Configuration:

Enable Call Flip:

Configuration Options:

Flip Timeout: 30 seconds (how long target device rings)
Failback: Return to original device if not answered
Announcement: Play tone to caller during flip
Auto-Hangup: Original device disconnects automatically
Simultaneous Ring: Optional ring all devices

Permissions:

• User can enable/disable their own call flip
• Administrator can force enable/disable
• May be restricted for security/compliance

Call Flip (*0):

What It Does:

• Moves call from Device A to Device B
• Same user (your devices)
• Seamless to caller
• No "transferring" announcement
• Minimal interruption

Process:

You on Desk Phone ← Caller
↓ Press *0
System: Ringing mobile...
↓ Answer mobile
You on Mobile Phone ← Caller
Desk phone hangs up

Best For:

• Moving yourself between locations
• Better device (audio quality)
• Privacy needs
• Leaving office mid-call

Caller Experience:

• Brief pause or tone
• Continues talking to same person
• Minimal interruption
• No explanation needed

Blind Transfer (*2):

What It Does:

• Transfers call to another person/extension
• No announcement to recipient
• You disconnect immediately
• Caller and recipient connected

Process:

You ← Caller
↓ Press *2
Enter extension: 1234
↓ Call transferred
Extension 1234 ← Caller
You disconnected

Best For:

• Quick transfers
• Recipient expects calls
• Routine transfers
• No explanation needed

Caller Experience:

• Hears "transferring" announcement
• Brief music/ring
• New person answers
• Original person gone

Attended Transfer ():**

What It Does:

• Announces caller to recipient first
• Confirm recipient can take call
• Introduce caller if needed
• Then complete transfer

Process:

You ← Caller (on hold)
↓ Press **
Dial extension: 1234
↓ Recipient answers
You explain: "John Customer needs help with..."
Recipient: "OK, put him through"
↓ Complete transfer
Recipient ← Caller
You disconnected

Best For:

• Important calls (VIPs)
• Complex issues (needs context)
• Courtesy (announce first)
• Verification (recipient available)

Caller Experience:

• Put on hold briefly
• Hears music/comfort
• Introduced to new person
• Smooth hand-off

Transfer Method Comparison:

When to Use Each:

Call Flip (*0):

• "I need to leave office but keep talking"
• "Better audio on desk phone"
• "Privacy conversation"

Blind Transfer (*2):

• "Call should go to sales team"
• "Routine transfer, they expect it"
• "Quick redirect"

Attended Transfer (**):

• "VIP customer, announce first"
• "Complex issue, explain to colleague"
• "Verify recipient available"

Leaving Office During Call:

Scenario:

• Important client call in progress
• Call running long
• Need to leave for meeting/appointment
• Can't ask client to call back

Solution with Call Flip:

1. Start call on desk phone (better audio)
2. Realize call will run past departure time
3. Press *0 on desk phone
4. Answer on mobile phone
5. Walk out of office while still talking
6. Continue call while walking/driving
7. No interruption to client

Benefits:

• Professional (no interruption)
• Don't lose call connection
• Client doesn't know you moved
• Flexible schedule
• Don't rush client off phone

Alternative Without Call Flip:

• Ask client to call back (unprofessional)
• Stay late and miss appointment
• Transfer to colleague (not ideal for client)
• Let call go to voicemail and call back later

Arriving at Office During Call:

Scenario:

• Started call while commuting/mobile
• Arrive at office mid-call
• Mobile audio quality poor (wind, traffic)
• Need access to computer for call notes
• Battery low on mobile

Solution with Call Flip:

1. Start call on mobile (while commuting)
2. Arrive at desk
3. Press *0 on mobile
4. Answer on desk phone
5. Hang up mobile (or automatic)
6. Use headset, access computer
7. Better audio, longer conversation possible

Benefits:

• Better audio quality (wired)
• Use headset (hands-free)
• Access computer/notes
• Professional environment
• Save mobile battery
• More comfortable

Common Workflow:

Morning commute: Mobile call
Arrive office: Flip to desk
Lunch walk: Flip to mobile
Return office: Flip to desk
Evening commute: Flip to mobile

Moving to Private/Conference Room:

Scenario:

• Call started at desk (open office)
• Conversation becoming sensitive/confidential
• Need privacy
• Or: Need to join with colleagues in conference room

Solution with Call Flip:

1. Start call at desk
2. Realize need privacy/collaboration
3. Press *0 on desk phone
4. Walk to conference room
5. Answer on conference room phone (or mobile)
6. Continue call with privacy
7. Invite colleagues to listen/join if needed

Use Cases:

• Privacy: Sensitive HR, legal, personal topics
• Collaboration: Need colleague input, switch to conference room
• Noise: Open office too loud, move to quiet room
• Long Calls: More comfortable in private office

Tip: Some systems allow flip to conference room phone directly from desk phone menu.

Home Office Scenarios:

Scenario 1: Background Noise

Problem: Dog barking, kids home, construction
Start: Mobile/computer softphone
Flip to: Mobile (go to quiet room)
Or: Desk phone in home office (if available)

Scenario 2: Audio Quality

Problem: WiFi poor, audio cutting out
Start: Computer softphone (WiFi)
Flip to: Mobile (cellular - better connection)
Better: More reliable audio

Scenario 3: Battery Dying

Problem: Laptop battery low, no charger nearby
Start: Computer softphone
Flip to: Mobile or desk phone
Continue: Without interruption

Scenario 4: Need Mobility

Problem: Package delivery, need to sign for
Start: Desk phone
Flip to: Mobile (answer door while talking)
Return: Flip back to desk phone after

Home Office Tips:

• Keep mobile charged as backup device
• Test flip between all devices before important calls
• Position desk phone for best audio quality
• Configure softphone on multiple computers (desktop + laptop)

Call Flip Not Working:

Check:

• Call Flip enabled in user settings?
• Target device registered and online?
• Feature code correct (*0)?
• Permissions allow call flip?
• Network connectivity on both devices?

Test:

1. Log into user portal
2. Verify Call Flip enabled
3. Check all devices registered
4. Test device connectivity (make test call)
5. Try flip with admin assistance

Common Issues:

• Feature disabled by administrator
• Target device not registered
• Network timeout
• Device offline
• Wrong feature code

Target Device Not Ringing:

Causes:

• Device offline/disconnected
• Do Not Disturb enabled on target
• Device network issue
• Wrong device selected
• Timeout too short

Fixes:

1. Verify target device online
2. Check DND status (disable if needed)
3. Test network connectivity
4. Increase flip timeout setting
5. Restart device registration
6. Try different target device

Prevention:

• Keep devices registered
• Periodic connectivity checks
• Disable DND when expecting flips
• Monitor device status

Call Drops During Flip:

Causes:

• Network interruption
• Device timeout (didn't answer fast enough)
• System error
• Poor network quality
• Device crash

Recovery:

• Call party back immediately
• Apologize for technical difficulty
• Test flip before next important call
• Check network quality
• Contact IT if persistent

Prevention:

• Ensure strong networks on both ends
• Answer target device quickly
• Test before critical calls
• Have backup plan (traditional transfer)
• Monitor network quality

Audio Issues After Flip:

Problems:

• Echo after flip
• One-way audio
• Choppy audio
• Low volume

Troubleshooting:

1. Check network quality on target device
2. Restart target device
3. Check audio settings (volume, mic, speaker)
4. Switch to different device
5. Use traditional transfer as fallback

Common Fixes:

• Improve network connection (WiFi → cellular or wired)
• Close bandwidth-heavy applications
• Restart phone app
• Check device audio hardware
• Update softphone app