The Attendant Console is an extension or an arm for the physical phone on the desk. It is not meant to be used for all applications on all calls, though it does have some very good functionality.
When an incoming call comes in you can answer from the Console on the first call, subsequent calls must be answered via the handset.
Once answered you can search for the person you are wishing to transfer the call to and click on the Transfer button and click on the user or drag and drop the call onto the contact:
A pop-up will appear to prompt you how you'd like to transfer the call.
Transfer - Blind/Cold transfer the call, the call will immediately leave you and be transferred to the contact selected.
Assisted Transfer - The system will call you to set up a warm transfer with the selected contact
Voicemail - The caller will be transferred to the selected contacts voicemail box immediately
For Transfer and Voicemail the call will end and this would be the end of the guide.
In our example we'll select Assisted Transfer
Assisted Transfer
The system will ring your phone, it will appear as if you are calling yourself, press Answer on the phone, you will be immediately connected to the selected contact.
The caller is on hold.
When the contact answers the phone, you can announce that you have a transfer incoming and that you'd like to bring the caller into the call.
Select Conference
Use the arrow keys to scroll down to the caller you want to conference, and press the OK button in the middle of the arrow keys on the phone, or press Call.
This will combine the caller with the two agents into a conference call where you can announce that you've successfully set up the transfer for the caller and that you'll go ahead and complete the transfer.
To complete the transfer you can do it two ways:
Via the Console by clicking on Complete Transfer:
Or, You can also hang up the call on your headset or via the handset by selecting the two circles and then End Call.