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How to make direct and consultative transfer calls in Lync

Once Lync is installed, it's like having your own switchboard. In this article, we look at how you can use Lync to make both direct transfers (transferring a call to another party without talking to them first) and consultative transfers (where you talk to the party you are transferring to, before transferring the call).

Making a Direct Transfer

Being able to make a direct transfer is useful, for example, when the caller has either dialled the wrong person or they need to talk with someone in addition to yourself and you don't want to have to make the caller call phone back.

Lync 2010 is exactly like having your own fully featured telephone system. To make a direct transfer, first answer the incoming call.

At the bottom right corner, click on the arrow and choose Transfer to Others and Another Person or Number.

A list of your Lync contacts will appear. Choose the person that you wish to transfer the caller to, or if they are not on the list, type the telephone number that you wish to transfer the call to.

In this example, I've chosen to type in a number. When you type the telephone number in, the number is automatically changed into standard E.164 format, i.e. +44 for UK

When you click to make the call the call will be transferred.

Consultative Transfer

A consultative transfer call, allows you to talk to the person that you wish to tranfer the call to, prior to making the call transfer. For example, in this situation, you may wish to better appraise the other party about a situation that the caller wishes to resolve so that the other party can better help the incoming caller.

In order to make a consultative call, first answer the incoming call which we will label Call One.

While Call One is still in progress, find the person you want to transfer the caller to, by using the main Lync contact window to find the other person's name or if their name doesn't appear in the contact list, type the telephone number.

When you have the person you wish to transfer to shown in the main Lync window, click call to call the person you intend to transfer to, but want to talk to first, which we will label Call Two.

When you make Call Two, Call One will automatically be put on hold while Call Two will begin to ring.

When the person on Call Two answers, you can talk with them about the situation and explain that you have a call to transfer to them (during this conversation Call One will remain on hold). In my example, the person on Call Two is a person called Stuart H.

Once you are ready to transfer the original call, return to Call One and choose the arrow on the bottom right to transfer the call. In the Transfer to Others section, choose Current Conversations (phone calls are considered ‘conversation windows' in Lync) and choose the call you wish to transfer the caller to (in this case Stuart H, note the window name of Call Two).

The screenshots below show you what happens, when a call transfer is taking place.

Both conversation boxes will disappear once the transfer is complete.

As you can see from the screenshots, Lync is very adept at call transfer scenarios. In fact, Lync can do a lot more than just transfer calls, Lync is quite comprehensive in its call handling features, and can also put a call on hold for anyone to retrieve, answer calls on behalf of another person, and forward calls that you cannot take, perhaps because you are in a meeting or otherwise engaged. You can read about all these features on the Microsoft Office site.