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New Member

How to do A "Soft Transfer" on New Voice Edge SoftPhone

On the old Softphone system you were able to do a soft transfer / consultative transfer where you called the recipient and asked if they were available then transferred the original call. Is this possible in the new app? And how do you get this done? We have tried many ways and each time the call immediately goes to the recipient. Thank you 

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14 REPLIES 14
Official Employee

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

Hi! Thanks for reaching out for help with a consultative transfer. You have reached the right place for help! We certainly understand the importance of being able to do a soft transfer for your business. Would you mind providing me with your phone model? Here are the steps below.

  1. During a call, press Transfer. The caller is automatically placed on hold.
  2. Dial the number, extension or choose a contact from your call list or directory and press #.
  3. When the receiving party answers, announce the call.
  4. Press Transfer to complete the transfer.

Please note, a warm transfer will display the extension of the person transferring the call to the recipient. Here is also a link for more details on the different types of transfers. Please let me know if this helps. https://comca.st/2SH5lOy

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New Member

This does not work Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

This does NOT work on the softphone program. We are using the softphone on Windows and Mac. How can I do this on there? Also, how can I get support for issues with the program? 

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Official Employee

Re: This does not work Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

I appreciate you clarifying! If you are using Windows, page 17/35 under Transfer (Attended Transfer) in the attached PDF should be what you are looking for 😁

If you have a different OS or are still having issues after trying the instructions, please click on my handle (Comcast_Gina) and send a private message with your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details so we can help. 

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New Member

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

I too have this issue with the VoiceEdge Desktop App. The pdf referred to in another reply is not for this VoiceEdge Desktop App.

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Official Employee

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

Thank you for letting us know! Please click on my handle (Comcast_Gina) and send a private message with your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and let us know what options you have with you Desktop App (feel free to send photos!) 🙂 

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New Member

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

Hello,

 

My company is experiencing the same issue.  We updated our receptionists to VoiceEdge and they have no way of doing a warm transfer to our users.  We currently have the receptionist console and VoiceEdge setup.  However, if the call is picked up in the VoiceEdge App it is dropped from the console, meaning they cannot control the call from there.  Since they are also working remotely, if they pick up through the console they are unable to talk to or hear the person on the other end.  We need to find a way to do warm transfers from WITHIN the VoiceEdge app, no desk phone involved.  Is this even possible?

 

Thank you

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Official Employee

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

Hi there, thanks so much for taking the time to reach out to the Digital Care Team here through the forums. I am so sorry to see that you are having issues with your soft transfer feature on the voice edge phone. I can see how frustrating this is for you and you have reached the right team to help. Can you please send us a private message with your name, the full address, and the phone or account number? 

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New Member

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

How do we go about doing this like we do on the desk phones versus the hard transfer?  Also, we periodically have a constant ringing  when using a headset when taking calls.  Seems you can answer calls, but when you hang up the headset has a constant ringing.  We can make it stop by resetting the app, but then when we get another a call it starts all over again.

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New Member

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

The only workaround that we have found is to have the receptionists bring the desk phone home with them and pair it with the web based receptionist console.  It sounds like Comcast is aware that the VoiceEdge app doesn't have the warm transfer feature and are working on getting that implemented.

 

You will need to Comcast so they can make some changes on their end if you decide to go the route of having the phone moved off-site.  It's not the ideal situation, but it allows for warm transfers.

New Member

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

Yes, this is frustrating with the new app. Most of my staff are continuing to use the legacy app until it expires, but I deleted mine.  I am having to call them from my cell phone to their cell phone to make sure they can take the call.

So annoying!

Visitor

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

Dear Comcast - I called into support on this issue and was told there were a whole lot of tickets opened on this issue.

The old app goes away tomorrow so need to know, 

When is this going to be fixed?

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New Member

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

We have this same issue.  We always announce calls prior to transferring and that option is not available in the new VoiceEdge desktop software.  We are still working remotely so this is making our jobs that much harder.  I called tech support and they had no solution and didn't seem to even care.  The least they could do is let us continue to use Softphone until the warm transfer feature is added back to VoiceEdge.  But I guess that would have made too much sense.

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Visitor

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

I'm also having this issue for the new softphone software, unacceptable, we cannot utilize a key phone feature. 

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New Member

Re: How to do A "Soft Transfer" on New Voice Edge SoftPhone

My business also needs a solution for this. I am noticing that many responses from Comcast on these forums ask customers to DM them with information. This is not an account specific issue, but rather a functionality/feature issue. Comcast, please address the question openly in the forum. Receiving a canned response is frustrating and only shows that the moderator is either not familiar with the product or is not interested in providing transparent answers.

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