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Karen_'s profile

New Contributor

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5 Messages

Fri, Jul 10, 2020 9:00 AM

Transfering Calls

I'm trying to understand how the "transfer calls' option works on the iPhone app and a few things that go along with transfering calls.

 

1. It's my understanding that when a call is transferred, it's a blind transfer. This means that the person I'm transfering the call to, thinks it's going to be me calling them, but it won't be. Please confirm.

 

2. There is no hold option. I can only mute myself prior to transfering a call. Please confirm.

 

3. Assuming that the transfers are blind; is it possible to call the person that I'm transfering the call to, inform them of the situation, and then press the "merge calls" option instead. Please confirm.

 

Thank you for your assistance.

 

Official Employee

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518 Messages

1 y ago

Thanks so much for taking the time to reach out to us regarding your phone transfer concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I would love to provide you all the details you need for our transfer service. First I would like to get a bit more details about the type of services on the account so that I can get you the details of the best use of this feature. Can you please reach out through private message with your first and last name, business service address and account number or phone number? -Michelle

New Contributor

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5 Messages

1 y ago

Please explain why you need my account information to determine if I'm correct about the features of the app. I would assume everyone has the same features. For example, why would someone have to pay more money to have the hold option?

Official Employee

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261 Messages

1 y ago

Hi, there! Thank you so much for your time and patience. You have reached the perfect place for help with the call transfer concerns. We are very grateful for the opportunity to help with this. I definitely understand how important it is for you to not blind transfer calls, having a hold option, and the importance of being able to inform the person you are transferring the call to with the ability to merge calls. Over social media, we are a team of expert specialists who are diligent in providing solutions for voice service concerns such as this. We are doing our very best to respond as quickly as possible during these challenging times. It is known that there may be a delay between responses. However, the awesome thing about reaching out to the Comcast Digital Care team is you we can always pick up from where we left off at any time of the day!

 

Thank you for all these great questions. The reason why we would need the account information is that there may be some differences to the features depending on the type of services and phones that are on the account. For example, here is a great link for more details on the features for transferring a call using a VoiceEdge Select phone where you can do a consultative warm transfer instead of a blind cold transfer. Please let me know if this helps. https://comca.st/2AZUYAg

New Contributor

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5 Messages

1 y ago

As indicated in my original note, this is only regarding the iPhone app. I would imagine the app has the same features for everyone regardless of the services on the account.

 

I can not provide any account information because I do not have access to it at my company.

Official Employee

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261 Messages

1 y ago

I appreciate you greatly for your patience. My apologies for the confusion. The app would have the same features, however, depending on the specific services on the account, some features may not be available or be disabled. Does this make sense? After further research, here is another great link for more details on managing Business Voice features online. These features would be what is included for all Business Voice customers. https://comca.st/3frIRee

Official Employee

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261 Messages

1 y ago

Awesome! Thanks for your patience. After further research, I have discovered that the call transfer feature can be a warm transfer and not a blind transfer. Here are the steps for using the call transfer feature.

 

1.) Press and release the switch hook or flash button on your phone.

2.) When you hear the second dial tone, you have two options:

  • For an internal transfer, dial the internal extension number and press #.
  • For an external transfer, dial the external phone number using the protocol required for your business (examples: 1-XXX-XXX-XXXX for domestic long distance, XXX-XXX-XXXX for 10-digit dialing, XXX-XXXX for 7-digit dialing).

3.) Complete the transfer using one of these three options:

  • Hang up. Your call is transferred.
  • Wait for someone to answer. Announce the caller and then hang up. Your call is transferred.
  • Wait for someone to answer. Press the switch hook or flash button on your phone to establish a three-way call between yourself, the person you are transferring, and the person you just dialed.

 

Here are the steps on how to use the Call hold option.

  1. Press the switch hook or flash button on your phone.
  2. When you hear the second dial tone, press *52.
  3. Your caller is now on hold, and you can dial a second number to initiate a separate conversation.
  4. To return to your caller, press the switch hook and *52.
  5. You can go back and forth between the two calls by toggling the hold command.

 

I can send you an email with a great article on more details on using the call management features. Would you like me to email you the article at this time?

New Contributor

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5 Messages

1 y ago

This does make sense.

 

Regardless of the specific services on my account, please confirm or deny my original inquires.

New Contributor

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5 Messages

1 y ago

Yes. Please send me the article.

Official Employee

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261 Messages

1 y ago

Thank you greatly for your patience. Here is the link to that article. Please let me know if you have any additional questions or concerns. https://comca.st/2CE4JUY

New Member

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1 Message

9 m ago

We have the same issue. Did this ever get resolved? Again this is specific to using the app on our cell phones to transfer calls with a warm transfer.