How To Transfer A Call On Avaya Phone: The Complete Step-by-Step Guide
Mastering call transfers on an Avaya enterprise telephony system requires understanding the precise distinction between supervised blind and direct transfers across various model series like the 9600, 1600, and J-Series IP phones. Implementing these standard PBX communication protocols ensures zero dropped calls, reduces customer effort scores, and maintains optimal enterprise communication efficiency.
Pre-Procedure Planning for Enterprise Telephony Workflows
Executing call transfers efficiently across an Avaya office communication architecture requires familiarity with both hardware features and software-driven PBX routing profiles. Whether utilizing a digital deskset, an IP conference phone, or a softphone client, administrative permissions and feature button programming dictate how calls flow internally and externally.
- Essential gear, tools, and materials: Avaya digital or IP desk phone (9608, J129, J179, or 1608 models), active extension registration, and access to a working headset or handset.
- Mandatory prerequisite knowledge and standards: Familiarity with feature buttons (Transfer, Conf, Drop, Hold), understanding of internal extension numbering plans, and corporate inbound/outbound dialing prefixes.
- Estimated budget and duration benchmarks: Zero additional cost for built-in PBX features; procedural execution time averages 10 to 30 seconds per transaction.
Step-by-Step Avaya Call Transfer Workflow
Step 1: Place the Active Caller on Hold
During an active conversation on your Avaya desk phone, you must first secure the connection by initiating a transfer state. Press the Transfer button (represented by a physical key with a right-pointing arrow icon or a softkey labeled Trans) located directly on your phone interface.
Pro-Tip: Pressing the Transfer button automatically places the active caller on hold, generating a secondary dial tone and allowing you to dial the destination extension or telephone number without disconnecting the original party.
Step 2: Dial the Destination Extension or External Number
Enter the target recipient's internal extension number or dial the full external phone number using the numeric keypad. Listen for the ringback tone to confirm the system is routing your call to the intended secondary recipient.
Warning: Do not hang up the handset at this stage. Hanging up prematurely will result in a dropped call rather than a completed transfer, as the system waits for your final confirmation.
Step 3: Choose Between Attended and Unattended Transfer Methods
Decide whether you need to announce the caller before completing the transfer. For an attended or supervised transfer, wait for the recipient to answer, announce the caller's details and reason for the call, and wait for their verbal confirmation to accept. For an unattended or blind transfer, proceed immediately to the final step without waiting for the recipient to answer.
Step 4: Complete the Transfer
Press the Transfer button a second time or press the Complete softkey on your display screen to merge the two parties together. Your line will immediately disconnect from the conversation, and the caller and recipient will be bridged directly.
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Avaya Phone Models and Transfer Feature Comparison
| Avaya Phone Series | Primary Transfer Button Location | Supports Blind Transfer | Supports Attended Transfer | Recommended Enterprise Environment |
|---|---|---|---|---|
| Avaya 9600 Series (e.g., 9608, 9611G) | Physical key with right arrow icon | Yes | Yes | Executive offices and standard cubicle deployments |
| Avaya J-Series (e.g., J129, J179) | Dedicated hard key or touchscreen softkey | Yes | Yes | Modern IP communications and remote branch offices |
| Avaya 1600 Series (e.g., 1608, 1616) | Dedicated physical Trans button below screen | Yes | Yes | High-density contact centers and legacy deployments |
| Avaya One-X / Workplace Softphone | Virtual button on desktop/mobile application UI | Yes | Yes | Remote workers, mobile staff, and hybrid corporate spaces |
Common Site Failures and Field Fixes
Failure Scenario: Call drops immediately upon pressing the second transfer button.
- Root Cause: The user accidentally pressed the Drop button instead of the Transfer button, terminating the outbound leg.
- Actionable Fix: Train staff to verify key layouts on specific Avaya models; use the softkey interface on display models to reduce tactile errors.
Failure Scenario: Unable to dial external numbers during a transfer attempt.
- Root Cause: Class of Service (CoS) restrictions or missing outbound dialing prefixes (such as dialing 9) programmed within the Avaya Aura or IP Office communication manager.
- Actionable Fix: Consult your system administrator to verify that your user profile has permission to route calls outside the local PBX network.
Failure Scenario: Transfer recipient's phone goes straight to voicemail without ringing.
- Root Cause: The target extension has DND (Do Not Disturb) enabled or is actively logged out of the hunt group.
- Actionable Fix: Perform a supervised transfer to check availability, or consult directory status indicators before initiating the transfer.
Frequently Asked Questions
What is the difference between a blind transfer and a supervised transfer on an Avaya phone?
A blind transfer sends the active caller directly to a third party without speaking to them first, whereas a supervised transfer allows you to talk to the recipient privately before connecting the caller. Both methods utilize the initial Transfer button sequence but differ in when you press the final confirmation key.
How do I cancel a transfer if the recipient does not answer?
If you initiate a transfer and the line rings without an answer or goes to voicemail, press the Drop button or select the Cancel softkey on your screen. This disconnects you from the ringback tone and automatically reconnects you to the original caller placed on hold.
Can I transfer a call directly to a colleague's voicemail box?
Yes, many Avaya enterprise configurations support direct-to-voicemail transfer programming. By dialing a feature access code or pressing a programmed direct-to-vm softkey after hitting transfer, you can route the caller immediately into a specific user's message inbox.
Why is my Avaya phone missing the Transfer softkey?
Missing feature buttons typically indicate restricted user permissions, a disconnected station module, or a custom firmware profile configured by your IT department. Contact your system administrator to update your user feature button mapping through Avaya Aura System Manager or IP Office Manager.
Does transferring a call consume two outside phone lines?
Yes, during an attended transfer where you are connected to the recipient while the caller is on hold, the system may temporarily utilize multiple call appearances depending on your trunk architecture. Once the transfer completes, the system releases the intermediate audio path.
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