Setup and guides

How to transfer calls with SmartVoice

Learn how to transfer calls with your Shaw Business SmartVoice service. Discover the difference between a consultative transfer and a blind transfer and how to transfer calls directly to voicemail.

Key Points

  • SmartVoice's default call transfer type is consultative (also known as a warm transfer).
  • With a consultative transfer the caller's CID information is hidden. When a call is transferred the caller ID information displayed would belong to the person who is transferring the call.
  • With a blind transfer (sometimes known as a cold transfer), as soon as you press the line to transfer the call, it will be disconnected and transferred to the intended recipient. With a blind transfer the caller ID information displayed would belong to the caller or individual who is being transferred.

Consultative transfer

You stay on the line until the call is answered to tell the recipient who is calling. This can also be referred to as a warm transfer.

While engaged in a call to be transferred:

  1. Press the Transfer button on the phone. The initial call will be held.
  2. Enter the complete phone number or extension of the party to receive the call.
  3. Introduce the caller to the person you've transferred them to.
  4. Hang up your handset to drop out of the call and the other two parties will continue with the call.

Blind transfer

As soon as you press the line to transfer the call, it will be disconnected and transferred to the intended recipient. This can also be referred to a cold transfer. While engaged in a call to be transferred:

  1. Press the Transfer button on the phone. The initial call will be held.
  2. Select the shared call, busy lamp field, or speed dial line you wish to transfer the call to.
  3. Hang up your handset to drop out of the call and connect the other two parties.

Transfer directly to voicemail

You can send a caller direct to someone's voicemail without the recipient's phone ringing. While engaged in a call to be transferred:

  1. Press the Transfer button on the phone. The initial call will be held.
  2. Press * 55 *.
  3. Enter the extension of the party to receive the call to voicemail.
  4. The caller will hear the recipient's voicemail greeting and then be able to leave a message

How to change the default call transfer type

How to change the default call transfer type permanently

  • VVX300/311: Home > Settings > Basic > Preferences > Default Call Transfer
  • VVX400/411: Home > Settings > Basic > Default Transfer Type
  • VVX500/501: Home > Settings > Basic > Preferences > Default Call Transfer
  • VVX600/601: Home > Settings > Basic > Preferences > Default Call Transfer

Tip: On a VVX 600, because it is a touch-screen, you will have to swipe up in order to scroll down in the preferences menu. On any of our other phone models, use the wheel and select buttons to navigate the menu.

How to change the default call transfer type temporarily, on a per call basis

  1. Select Transfer and hold until the transfer screen appears.
  2. Press the Blind button that appears at the top right corner.
  3. Select the line you wish to transfer the call to.