How to Transfer Caller Back Outside

QUESTION:

Can I transfer a caller to another number? Or am I limited to just transferring to another in-house extension?

ANSWER:

An incoming call can be forwarded to another extension, but not directly back out to another number.

However, there is a way to do that with an extra step as follows:

You need to transfer the caller to a mailbox. Then the caller needs to press "0" to return to the main menu, where they can dial another extension – one that forwards to the other outside number.

This method is only useful if you have specific number that you always need to transfer people to.

This is how you program the system to make this work:

1. Program an extension to forward to the outside number. Let's say you use extension 15 for this purpose. Function 16 is used to program extension forwarding.
   
2. You need to leave the forwarding method set to the default, which is to use two lines. Function 37 sets the method, but you leave it as the default.
   
3. Log into mailbox 315 and record the following greeting: "Please press 0 and then dial 15"

Now, if you answer a caller who needs to be transferred to that other outside number:

1. Tell them that you will transfer them but that they need to press 0 and then 15 when they hear it answer. They will hear that instruction again when they hear the greeting that you recorded in step 3.
   
2. Press the flash button on the phone and dial the mailbox of that extension you are using for this purpose. In this example, 315 is the mailbox for extension 15. So you flash, dial 315, and hang up.
   
3. The caller will hear the greeting in mailbox 315 instructing them to dial 0 and 15. When they do that, 0 returns them to the main menu where they can dial any extension. Dialing 15 will transfer them to that other number that 15 is programmed to forward to, as you set up in step 1 above.

Can I transfer a call and conference all three of us?

You can hook-flash on any extension to transfer a caller to another extension or to an outside number.

If you want to join all three in a conference, just press hook-flash again.

Can I use multi-line phones?

The VoicePro is designed to work with single-line phones. It gives these phones multi-line access via program functions. 

If you insist on using two-line or four-line phones, read on...

If you use two-line phones, for example, you have a choice of connecting just one extension to each phone and using it as a single-line phone, or you can connect two extensions to each phone. But in that case you can only have three phones on the VP206 (two extensions each).

It really doesn’t make sense to have two extensions going to the same phone because the VoicePro is a phone system that lets any single-line phone get access to any outside line.

Incoming calls are handled by the Auto Attendant and routed intelligently based on your custom programed menu, as explained above. So, once again, no need for two lines going to a single phone anymore.


Problems With Using Multi-line Phones

If you have a special need that requires two-line phones to be used, make sure you understand what you want to accomplish.

Usually you would not need an intelligent phone system such as the VoicePro if you just want each incoming line to connect to each phone. This is because the phones have button to select the line you want. If you do this, you would be bypassing the functionality of the VoicePro.

More importantly, if you place one line on hold to answer the other, the VoicePro will not know you placed someone on hold. So it will not play music-on-hold (assuming you connected a music source).

It will also not remind you that you left someone on hold by ringing you back.

These are functions of the VoicePro, but they only work if you place someone on hold via the flash button.

How do multiple callers get through?

The VoicePro can handle two or four simultaneous callers, depending on which version you buy. But you need multiple lines from your phone company so that multiple callers can ring in at the same time.

In addition, you will want the phone company to enable rollover, so that you use just one number for your business. If the first incoming line is being used, the next caller rolls over to the next line and rings in on that line.

The VoicePro will answer any ringing line and help route the caller, either with your custom auto attendant menu, or by ringing direct to extensions based on your programming.

How can the Automated Attendant be used?

The VoicePro VP206 has 6 extension jacks to connect in-house phones. The VP412 has 12 jacks. You really only need a single-line phone for each extension.

When you pick up any phone to make a call, the system gives you dial tone from wherever it finds a free line. You don't need to think about it.

Incoming calls can be handled in two different ways based on your needs:

1. Either program the unit to automatically send specific incoming lines to specific extensions. The Caller-ID of the incoming call will be sent to the extension phone.
   
   
2. Or let the auto attendant answer all incoming calls the same way (with your company greeting and a prompt menu). The caller can select from the menu or dial any extension direct if they know it. The line they came in on is not an issue.

How are multiple incoming calls routed?

Say you use extension 10 and your associate uses extension 11. The first caller who dials 10, or selects a menu option that you programmed to ring extension 10, will obviously get through.

If a second caller dials an extension that is busy, or selects a menu option that rings to a busy phone, they will go to that extension's voicemail instead.  Each mailbox has a personal greeting that can be recorded by that person or for that department. Each extension has its own voice mailbox.

If the second caller selects 11 while you are talking on 10, no problem. Extension 11 rings and your associate can answer.

Now, what if you don't want the second caller to drop into voicemail, you can program any menu option to ring multiple phones.

With a single-line phone you can also answer another ringing phone by dialing *50. 

Does the VoicePro have a call waiting option?

There are two ways to answer that question...
 

1. If another caller dials your extension and you are busy then you will not get call waiting. Instead the caller will hear your voice mail greeting and can leave a message. Every extension has its own voice mailbox.
   
   A solution is to program your extension to transfer to another extension if busy or no-answer. Then when another caller dials your extension, the other extension will ring if you are on yours. You can either answer the other, or place the present caller on hold and dial *50 to connect to the other caller.
   
   
2. If you have call waiting service from your phone company, the VoicePro will not respond to this. But if you are talking and you hear the call waiting tone, you can answer the other caller by forcing a hookflash to the outside line.
   
   If you just press the flash key on your phone, the VoicePro will put the present party on hold and give you dialtone to make another call. That's not what you want to do. You need to force the flash to go to the CO. You do that by dialing "52" after you press the flash button.

Can a call ringing on a particular extension be intercepted by another?

Yes, you can pick up any extension and dial *50 to connect to the caller who is ringing to another extension.

We need to see the Caller ID on all incoming calls. Does this work?

The Voice Pro passes Caller ID through to the phones connected to the extension ports. If you have a display on the phone it will show the Caller ID name and number, if available from your phone company.

Can I use the VoicePro for a small company with only one phone line?

Yes. But only one call will come through to the VoicePro at a time. So that means only one caller will be handled at a time. The next caller will get a busy signal.

You still get the benefit of multiple extensions and departments to make a small company look big.

Will the Voice Pro handle calls when the lines are busy?

There are two answers I need to give you, depending on if you are asking about in-house extensions or the incoming phone lines.

When an extension is busy, the caller will hear the voice mail greeting for that extension and then they can leave a message in that extension's mailbox, or then can go back to the main menu.

However, if all your incoming lines are in use, then the next caller will get a busy signal. There is no way to pass the call through to the VoicePro if you don't have enough phone lines to allow the overflow calls to get through.

If this is the case, you need to consider adding more lines and then use the larger VoicePro that handles four incoming lines.

If traffic volume is an issue and you don't want callers to get busy signals when more than four people call, then you need a bigger phone system. 

Of course this runs into bigger expenses, but if your traffic volume calls for it then hopefully you have the income from your business to warrant such a purchase. If not, another solution would be to consider a hosted PBX service where you pay only a small monthly service fee plus usage.