AdminGuide:Service:Attended Call Transfer and 3-Way Conference

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Attended transfer - Three-way conference

Description

This service lets a user (transferer) consult another PBX user before transferring a call with a third party (transferred). With this service, the transferer can regain control of the call whenever they want.

If the addressee of the attended transfer does not answer the call (busy, not available, not registered), the failover action set for that specific extension in the Extensions page is executed.

Once consultation has begun, the transferer can switch between two users or convert the transfer into a three-way conference.

An attended transfer is performed by dialing the configured on-call service code (by default #4).
KalliopePBX will play audio instructions and ask for the extension number of the addressee.
The transferer will then dial the desired extension number and press the # key or wait for default timeout (2 seconds).
In the meantime, the transferred party will hear the hold music configured in the Music on Hold page.

During consultation with the other user (even if they have not answered yet or if a failover action is executed) the transferer can at any moment cancel the transfer by dialing the necessary code (by default *0).

Once the addressee has answered and is talking to the transferer, the following situations might occur:

• the transferer decides to cancel the transfer by dialing the corresponding code (by default *0);
• the transferer switches between the transferred party and the addressee by dialing the corresponding code (by default *9);
• the transferer converts the transfer into a three-way call by dialing the corresponding code (by default *3);
• the addressee refuses the transfer by hanging up, and the original conversation is automatically restored;
• The addressee accepts the call, the transferer hangs up, and conversation begins between the transferred party and the addressee.

As for every on-call service, attended transfer requires Direct Media to be disabled for the ongoing call. If Direct Media is enabled, a blind transfer can be executed by pressing the specific function key made available by the specific phone model. In this case, failover actions on transfer will not be executed.

Configuration

The service can be enabled/disabled in the PBX -> On-call services page.

The service codes can be changed in the PBX -> On-call services page.