Knowledge Base - Consulting without Transfer [Yealink]

This article is specific to the scenario where you receive a call, and need to consult with (not transfer to) a co-worker.

In brief, you receive a call but might be unsure who to transfer the caller to - or maybe you require information from a 3rd party such as availability etc.

The procedure in short:

  • Hold the caller
  • Start a New Call
  • Swap between calls if required
  • Return to the caller to End their call before optionally returning to your co-worker to confirm results of the call.

Read on for the process in detail...

 

Starting with an Idle screen:

T29G Idle Screen
T29G Idle Screen

 

You receive an incoming call:

T29G Incoming Call
T29G Incoming Call

 

To handle the call you need to answer it.

 

Answer the call:

T29G Answered Call
T29G Answered Call

 

In this scenario we are presuming you need to identify the person to tranfer to first, or perhaps find information available through a Co-worker.

To start, place the caller on hold.

 

Place the caller on hold:

T29G Call Held
T29G Call Held

 

After holding a call, you can Resume and Hold the caller as many times as required to resolve the request or collect the desired information.

 

Start a New Call:

T29G New Call
T29G New Call

 

Pressing the New Call button will enable you to start a separate call - regardless if you are using your extension directory, address book, or dedicated one-touch transfer buttons.

If you do NOT press New Call, pressing a one-touch transfer key will transfer the caller to the party you intend to consult with.

 

Swap between calls as required:

T29G Swap Calls As Required
T29G Swap Calls As Required

 

Pressing the Swap button as needed will allow you to switch between your Co-worker and the caller quickly.

 

Optionally End Call with your Co-worker

T29G End Call
T29G End Call

 

You can end the call with your Co-worker first or, if they want to know the results they may prefer to hold for you to complete the call.

 

Resume Call When Ready

T29G Resume Call
T29G Resume Call

 

When you are ready, press Resume to pick up to resume the call from hold.

Press End Call when complete (unless the caller hangs up first).

 

If you did not End Call on your Co-worker...

At this point you can resume the call with your Co-worker (or call them back if required) to let them know any results of the call you handled.

 

Applies To

Yealink SIP-T21P-E2, Yealink W52P / W52H, Yealink SIP-T48G, Yealink SIP-T29G, Yealink CP860 (EOL), Yealink CP920, Yealink CP960, Yealink W60P / W56H, Yealink CP930W

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