Guided Transfer vs Merge vs Blind Transfer

Tuesday, August 16, 2011 9:59 AM

There are a few ways to Transfer calls in Lync. I will go over three types of call transfers and how to accomplish them.

Guided Transfer
A Guided Transfer is a type of transfer where the user that is transferring the call consults the person they are transferring the call to, before making the transfer. The user making the transfer will then hard transfer the call to the consulted user. For Example: Savoi receives a call from Thibodeaux. Thibodeaux asks to speak to Rudi. Savoi places Thibodeaux on hold. Savoi places a new call to Rudi. Rudi says he will accept the call. Savoi transfers Thibodeaux to Rudi which drops Savoi out of the call. Directions Savoi receives a call from Thibodeaux.

Savoi answers the call.

Savoi greets Thibodeaux; Thibodeaux asks to speak to Rudi.

Savoi places Thibodeaux on hold by pressing the Hold button.

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The call will then be on hold.

Savoi then opens his Lync client and calls Rudi (via name or number). Once Rudi answers the call, Savoi informs Rudi that he has a call from Thibodeaux. Savoi currently has both calls going (with Thibodeaux on Hold).

Rudi says that he will take the call. Savoi clicks back on Thibodeaux's call (the one on hold). Savoi clicks the Transfer button.

Savoi hovers over Current Conversations and then selects Rudi.

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Savoi will have a brief message showing the call is being transferred.

Thibodeaux and Rudi will automatically be connected in a call together (Rudi does not need to manually answer the call), and Savoi will be dropped out of the call.

Merge
A Merge is a type of transfer where the user that is transferring the call can consult the person they are transferring the call to, before making the transfer. The user making the transfer will then merge himself/herself, the caller, and the consulted callee together in a call. The user that made the transfer can then stay on the call for a "conference" or they can drop off the call; leaving the call between the caller and the consulted callee.

For Example: Savoi receives a call from Thibodeaux. Thibodeaux asks to speak to Rudi. Savoi places Thibodeaux on hold. Savoi places a new call to Rudi. Rudi says he will accept the call. Savoi merges both calls together; leaving himself, Thibodeaux, and Rudi all in a call together. Savoi can stay in the call or drop off the call. Directions
Savoi receives a call from Thibodeaux.

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Savoi answers the call.

Savoi greets Thibodeaux; Thibodeaux asks to speak to Rudi.

Savoi places Thibodeaux on hold by pressing the Hold button.

The call will then be on hold.

Savoi then opens his Lync client and calls Rudi (via name or number). Once Rudi answers the call, Savoi informs Rudi that he has a call from Thibodeaux. Savoi currently has both calls going (with Thibodeaux on Hold).

Rudi says that he will take the call.

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Rudi says that he will take the call. Savoi clicks back on Thibodeaux's call (the one on hold) and selects the People Options button.

Savoi goes down under Merge This Call Into and selects Rudi.

Lync then joins Savoi, Thibodeaux, and Rudi in a single call together (aka Group Conversation).

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Savoi can then make sure everyone has joined the call successfully. Savoi hangs up by clicking the Leave Call button in the top right, leaving Rudi and Thibodeaux in a call together.

Blind Transfer
A Blind Transfer is a type of transfer where the user that is transferring the call does not consult the person they are transferring the call to. For Example: Savoi receives a call from Thibodeaux. Thibodeaux asks to speak to Rudi. Savoi immediately transfers Thibodeaux to Rudi which drops Savoi out of the call. Directions Savoi receives a call from Thibodeaux.

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Savoi answers the call.

Savoi greets Thibodeaux; Thibodeaux asks to speak to Rudi. Savoi presses the Transfer button.

Savoi presses Another Person or Number

The Transfer Call menu will appear giving Savoi multiple options for transferring the call. The Transfer Call menu will immediately show a version of Savoi's contact list.
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The Transfer Call menu will immediately show a version of Savoi's contact list.

Savoi can transfer the call to any user in his contact list. Savoi can also transfer the call by typing in desired telephone number in the Search field and then pressing OK.

Savoi can also transfer the call by searching for Rudi. To search for Rudi, Savoi types in Rudi's name.

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Once the correct contact is found, Savoi can hover over Rudi's contact card and the Call Button will appear.

Savoi can press the Call Button to transfer the call to Rudi. Or, Savoi can press the down arrow on the right side of the Call Button for more options of contacting Rudi. The options will vary depending on what is in the system for that user. Keep in mind that the Call Button will default to the last choice made, but can easily be changed by pressing the down arrow and selecting a different option.
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selecting a different option.

If I know the user uses Lync for their phone system, I default their call type to a Lync Call. However, this is just out of habit from OCS as Lync is smart enough to know if the user is a Lync telephone user and will default that call to Lync.

Once Savoi transfers the call, his call window will show the call is being transferred.

Rudi will see the normal call window for an incoming call, but there will be a message on top of the incoming call stating the call was transferred by Savoi. Once Rudi answers the call, Savoi will be completely dropped out of the call.

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