A "warm transfer" means you speak with the department FIRST to confirm
they're available before connecting the student, instead of just sending
the call over blindly. This avoids the student getting bounced around or
landing on someone who isn't ready for them.
Note: You do NOT need to place the call on hold yourself. Pressing
"Transfer" automatically holds your current call for you.
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USING A DESK PHONE (Cisco IP Phone)
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Before you start: Look at the screen and buttons around it. Most Cisco
phones have small buttons directly under the screen called "softkeys" —
their function changes depending on what's happening on the call, and the
current option is labeled right above each button on the screen.
1. Start the transfer
- While talking to the student, look for a softkey labeled "Transfer"
and press the button directly below it (it may show an arrow icon on
some phone models).
- This automatically places the student on hold — you'll see "On Hold"
on the screen. The student hears hold music or silence; they are NOT
disconnected.
2. Call the department to check availability
- After pressing Transfer, the phone will prompt you to dial a number.
- Use the keypad to dial the department/division's extension or full
number, then press "Call" or "Send" (some phones dial automatically
after a short pause).
- This starts a new call to the department while the student remains
safely on hold in the background.
3. Talk to the department
- Explain briefly who you have on hold and why you're transferring.
- Ask if they're available to take the call right now.
- If they say NO or don't answer:
- Press "Cancel" or "End" softkey to hang up this new call only.
- You'll be returned to your original call with the student
automatically (or press "Resume" if needed).
- If they say YES:
- Let them know you're about to connect them to the student.
4. Complete the transfer
- Press the "Transfer" softkey a second time. On some phones this button
may instead say "Complete" or "Transfer Now."
- This joins the student and the department together on one call, and
your phone will automatically drop out of the call. You don't need to
hang up manually.
5. Confirm the handoff (optional, but a nice touch)
- Some phones let you briefly join all three of you on the line before
finishing the transfer. If so, you can say something like "Hi, this is
[Student Name], I'll let you two continue from here" before pressing
Transfer/Complete.
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USING THE WEBEX APP (Mobile or Desktop)
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Before you start: The Webex app shows your active call in a small window or
banner with buttons for Mute, Transfer, etc. If you don't see all the
buttons, look for three dots ("...") which often hide additional options
like Transfer.
1. Start the transfer
- While on the call with the student, tap or click "Transfer." If you
don't see it directly, tap the "..." (more options) menu first, then select "Transfer."
- This automatically places the student on hold — no separate hold step
needed. The student remains connected but hears silence or hold music.
- You may be given a choice between "Transfer" and "Transfer with
Consult" — always choose "Transfer with Consult" for a warm transfer.
(Plain "Transfer" sends the call immediately without letting you talk to anyone first — that's a "cold" or "blind" transfer, which you want to avoid here.)
2. Call the department to check availability
- A search or dial box will appear. Type the department/division's name
or extension and select them from the list, or dial their number
directly.
- This opens a second, separate call to the department. The student
remains on hold and cannot hear this conversation.
3. Talk to the department
- Confirm they're available to take the call.
- If NOT available:
- Tap or click "Cancel" to end this second call only.
- You'll automatically be returned to the original call with the
student, who is still waiting on hold.
- If available:
- Let them know you're about to connect them to the student.
4. Complete the transfer
- Tap or click "Complete Transfer" (on some versions this button says
"Merge").
- This connects the student directly to the department. You will be
automatically removed from the call — there's no need to hang up
yourself.
5. Confirm the handoff (optional, but a nice touch)
- Some versions of the app let you briefly reconnect all three people
before finishing. If so, say something like "Here's [Student Name],
I'll let you two take it from here" before tapping Complete Transfer.
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GENERAL TIPS FOR BOTH METHODS
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- Always choose "Transfer with Consult" (not a blind/plain transfer) so you
can confirm availability first — this is what makes it a "warm" transfer.
- Pressing Transfer automatically holds the student's call for you — there's
no separate hold step to remember.
- If the department doesn't answer or can't help, you can always cancel
and return to the student instead of leaving them stranded.
- After completing the transfer, stay on the line for a second to make
sure the call actually connected and didn't accidentally drop.
- Button names and icons can vary slightly by phone model or Webex app
version — if something doesn't match exactly what's listed here, look
for similar wording (e.g., "Resume" instead of "Hold," or "Merge"
instead of "Complete Transfer").