# Transfer a call Pass the call to a colleague, a team or an outside number. - Role: Everyone - Duration: 3 min - On: Web, Mac - Learning Centre: https://callizy.ca/en/apprendre/transferer-un-appel - Agent path · Lesson 3 - Open this screen in Callizy: https://app.callizy.ca/en/dashboard ## This lesson’s video [Transfer a call](https://media.callizy.ca/apprendre/apprendre-agent-3.mp4) · 1:24 Video in French with English subtitles. The English version is coming. - 0:00 What you need - 0:17 Open the transfer - 0:28 Number, team or colleague - 1:04 Transfer to a colleague ## Before you start - A call in progress in Callizy. - A colleague who is online, or the number to transfer the call to. - To transfer to a team: the Team plan. ## Step by step 7 steps, about 3 min. Screenshots show Callizy in French. Button names are given in English. ### 1. Open the transfer (10 s) Below the conversation, click **Transfer**. While the call is on hold, the button is greyed out: click **Resume** first. ![The buttons of a call in progress in the Callizy dashboard, with the cursor on “Transfer”, between “Hold” and the red “Hang up” button.](https://callizy.ca/images/apprendre/guides/transferer-un-appel-1.webp) ### 2. Choose: announce or direct (10 s) At the top of the **Transfer call** window: **Announce first** to talk to the person before handing them the customer, or **Direct** to hand them the call right away. Callizy keeps your choice for the next transfers. ### 3. To an outside number (30 s) Three tabs. **Number**: type the number, a cell phone for example, then **Transfer**. The person sees the company number. ![The “Transfer call” window with the “Number” tab selected: a field to type the number, blurred in the image, and the “Transfer” button still greyed out.](https://callizy.ca/images/apprendre/guides/transferer-un-appel-2.webp) ### 4. To a colleague (20 s) **Colleague** tab: each colleague with their status, **Online**, **Busy** (already on the phone) or **Offline**. Lots of people? **Search for a colleague**. ![The "Transfer call" window on the "Colleague" tab: a search box, then the list of colleagues with their "Online" or "Offline" status and a transfer button.](https://callizy.ca/images/apprendre/guides/transferer-un-appel-4.webp) ### 5. To a team (20 s) **Team** tab: the call goes to an online member of the group; each group shows how many are available. Nobody free? The group is greyed out. ![The “Transfer call” window with the “Team” tab selected, next to “Number” and “Colleague”: the customer service team has one of two members available.](https://callizy.ca/images/apprendre/guides/transferer-un-appel-3.webp) ### 6. Transfer (10 s) Click the person or the group. With **Direct**, the call is transferred with no other confirmation: the call leaves your screen and their phone rings; the customer waits on the line. With **Announce first**, their phone rings and the customer waits with music. ![The “Transfer call” window, “Colleague” tab: a search by name shows one colleague marked “Online”, and the click lands on that row.](https://callizy.ca/images/apprendre/guides/transferer-un-appel-5.webp) ### 7. Announce, then hand over the call (30 s) A bar appears above the call: “Ringing …”, then “You're talking to …. The caller is on hold.”. Introduce the call, then click **Hand over call**: your colleague and the customer talk, and the call leaves your screen. **Merge** puts the three of you together. **Cancel** ends the announcement and takes you back to the customer. ## Key points - With **Announce first**, you introduce the call before handing it over. With **Direct**, you leave the call as soon as you click: let the customer know first. - Choose someone Online: Callizy lets you transfer to a Busy or Offline colleague, but they won't answer. - The customer stays on the line: they don't have to call back. ## Not working? ### The Transfer button is greyed out 1. The call is on hold: click **Resume**, then **Transfer**. ### A team is greyed out 1. Nobody in it is available: choose a colleague who is **Online**, or a number. ### Callizy shows “Please enter a number” 1. Type the number in the **Number** tab, then **Transfer**. ### Callizy shows “Invalid format. Use international format (+33...)” 1. Check the number: 10 digits for Canada and the United States, or + and the country code. ### Your colleague “can't receive calls on this line yet” 1. They need to reload Callizy, in their browser or in the app; then transfer again. ### Callizy shows “Unable to transfer” 1. Try again, or choose another colleague. ### Callizy shows “The announcement couldn't start. You're back with the caller.” 1. Try again, or choose another colleague. 2. To hand over the call without talking to the person first, choose **Direct**. ## Frequently asked questions ### Does the customer have to call back? No: they stay on the line during the transfer. ### What does the customer hear during the announcement? They wait on the line, with music, while you talk to your colleague. ### Can the three of us talk together? Yes: during the announcement, **Merge** puts the customer, you and your colleague together. ### Which number does the person receiving the call see? The company number. ### Can I transfer to a team without the Team plan? No: teams require the Team plan. Without it, the Team tab shows “No teams”. ## Video transcript Transferring a call. In a few seconds. Here's the result: your call goes to an outside number, to a colleague, or to a team. The client stays on the line, no need to call back. To get there: a call in progress, and a colleague who's online. You're on a call with Daniel Côté. He wants to talk to Samuel. Below the conversation, the “Transfer” button. While on hold, it's greyed out: resume the call first. Click “Transfer”. The “Transfer call” window opens, with three tabs. “Number”: an outside number, a mobile phone for example. Type it, then “Transfer”. The person sees the company number. “Team”: the call goes to an online member of the group. Nobody free? The group is greyed out. Groups require the Team plan. “Colleague”: your colleagues, with their status. Online. Busy, meaning already on the phone. Or offline. Lots of people? Search by name. Remember one rule. The transfer is direct: as soon as you click, you leave the call. Tell Daniel first. Pick someone who's online. One last step: Samuel Roy. It's transferred. The call leaves your screen, and Samuel's phone rings. Daniel waits on the line. Next: your voicemails and texts, in the inbox. Callizy, the phone that answers when you can't. Updated October 30, 2026.