Transferring calls

If you have Zoom Phone activated on your account, you can transfer an ongoing phone call. There are three call transfer methods: warm transfer, blind transfer, and transfer to voicemail.

Additionally, users can transfer callers directly to the original callee's voicemail when handling calls that have been transferred, forwarded, or overflowed from another user. The original callee information (the first Zoom Phone number the caller contacted within the account) is displayed in the Zoom Workplace app interface, allowing users to easily identify who the caller initially contacted and transfer them to that person's voicemail with a simple button press or short code on desk phones. If the original callee's voicemail is disabled, an error message appears to inform the user that the transfer cannot be completed.

Note:

Requirements for transferring Zoom Phone calls

Limitations for transferring Zoom Phone calls

Transferring Zoom Phone calls has the following limitations:

Table of Contents

Transfer methods

You have access to three transfer methods on the Zoom desktop and mobile app:

How to transfer a call using the Zoom app

Windows | macOS | Linux
  1. Make or receive a call.
  2. During a call, click Transfer.
  3. Follow one of these steps to locate or dial a phone number to transfer to:
    • Number pad: Dial a number to transfer to.
    • Search contacts: Enter a name to search your internal, external, and synced contacts.
    • Starred contacts: Click the ellipsis then click Transfer to Starred. Hover over the contact and click the phone icon to call them.
  4. Click the blue transfer button and select a transfer method.
  5. If you selected Warm Transfer, the current call will be placed on hold while you connect to the dialed number. Click Complete Transfer to transfer the call and hang up your phone. You can use most in-call controls before completing the transfer. Click Cancel Transfer if you want to cancel the warm transfer and return to the original call.
Android | iOS
  1. Make or receive a call.
  2. During a call, tap Transfer.
  3. Dial a number or tap the contact icon to search your starred, internal, external, and phone contacts. Tap a contact to call them.
  4. Tap the blue transfer button and select a transfer method:
  5. If you selected Warm Transfer, the current call will be placed on hold while you connect to the dialed number. Tap Complete Transfer to transfer the call and hang up your phone. You can use most in-call controls before completing the transfer. Tap Cancel Transfer if you want to cancel the warm transfer and return to the original call.

How to share call summary with a transfer recipient

Users can provide detailed context with the AI Companion call summary feature when transferring calls, so recipients have complete information before answering. The summary can be manually or automatically enabled during calls and offers an option to share summaries with the transfer recipient, including the call's purpose, previous actions, and recommended next steps.

Note: If you transfer the call to an auto receptionist, call queue, or shared line group, the call summary may be viewed by a member of that extension.

Windows | macOS | Linux
  1. Start transferring a call using the Zoom desktop app.
  2. After clicking the blue transfer button and selecting a transfer method, select the Share call summary with transfer recipient checkbox.
  3. Click Transfer.
Android | iOS
  1. Start transferring a call using the Zoom mobile app.
  2. After tapping the blue transfer button and selecting a transfer method, tap the Share call summary with transfer recipient toggle to enable it.
  3. Tap Transfer.

Receive call summary

Recipients can view this contextual information once the call is answered, and the summary remains accessible throughout the engagement for reference.

Windows | macOS | Linux

Single call

  1. Receive a call with a shared call summary.
  2. During the call, on the keypad, click View summary .
    The call summary will appear, displaying the quick recap, next steps, and summary.

Multiple party call

  1. Receive a call during an active call with a shared call summary.
  2. On the keypad, click the ellipsis next to the transferred call, then click View summary .
    The call summary will appear, displaying the quick recap, next steps, and summary.
Android | iOS

Single call

  1. Receive a call with a shared call summary.
  2. During the call, on the keypad, tap View summary .
    The call summary will appear, displaying the quick recap, next steps, and summary.

Multiple party call

  1. Receive a call during an active call with a shared call summary.
  2. On the keypad, tap the ellipsis next to the transferred call, then tap View summary .
    The call summary will appear, displaying the quick recap, next steps, and summary.

How to transfer a call using an IP Phone

Transferring a call from an IP Phone is dependent upon the manufacturer. Follow these instructions for: