Why it matters
Call transfers ensure callers reach the right person or team quickly. Using transfers alongside call parking and queues helps teams handle multiple calls at once, route conversations efficiently, and avoid dropped or missed calls during busy periods.
Key Concepts
Whippy Business Phone: Whippy’s built-in calling channel used for inbound and outbound calls.
Warm transfer: You speak with the recipient before completing the transfer.
Cold transfer: The call is transferred immediately without an introduction.
Call parking: Temporarily places a call into a queue so another user can retrieve it later.
Call queue: A holding area where parked calls wait to be retrieved by users with access.
Extension: A short code used to transfer or park calls (for example, star 55).
In-call menu: The three-dots menu on an active call that contains actions such as transfer and park.
Step-by-Step: Transfer a Call
Answer or place a call on a Whippy Business Phone channel.
On the active call panel, open the three-dots menu.
Click Transfer call.
Choose Warm transfer or Cold transfer.
Select a destination:
Enter an internal extension.
Select a user.
Choose a queue.
Enter a full external phone number.
Confirm the transfer.
If using a warm transfer, speak with the recipient, then complete the handoff.
Using Call Parking with Transfers
Call parking is useful when you need to handle multiple calls at the same time.
When you click Park call, the call is automatically placed into the channel’s default queue.
Each Business Phone channel has a default queue created automatically.
You can create additional queues to organize calls by workflow (for example, Support or Sales).
When multiple queues exist, you can choose which queue to park the call into.
Other users with access can retrieve parked calls from the queue list.
You can also transfer calls directly to queues or use extensions to park calls into specific queues.
Step-by-Step: Create and Use Call Queues
Go to Settings.
Open Account Settings.
Select the Call Queues tab.
Review the automatically created default queue for each Business Phone channel.
Click Add call queue to create an additional queue.
Name the queue and assign it to a Business Phone channel.
Save the queue.
During a call, use Park call or Transfer call to send calls to the selected queue.
Step-by-Step: Park Calls Using Extensions
Go to Extensions in Account Settings.
Create a new extension.
Set the extension type to Transfer.
Choose Queue as the target.
Select the queue (for example, Support).
Assign the extension (for example, star 55).
Save the extension.
During a call, enter the extension on the dialpad to park the call directly into that queue.
Tips and Best Practices
Use warm transfers when the recipient needs context before taking the call.
Use cold transfers for queues, shared inboxes, or general routing.
Park calls when you need to handle multiple inbound calls at once.
Create multiple queues to separate different workflows instead of relying on a single queue per channel.
Document queue names and extensions so your team can transfer and park calls quickly.
Regularly test transfers, queues, and extensions to ensure routing works as expected.
Troubleshooting
Issue | Possible Cause | Fix |
Transfer option not visible | Call not fully connected | Wait for the call to connect, then open the in-call menu |
Transfer fails | Invalid number or extension | Verify the destination exists and is active |
Caller is dropped during transfer | External destination unavailable | Retry the transfer or use a different destination |
Call seems to disappear | User navigated away from call panel | Return to the active call panel |
Parked call not found | Call parked to a different queue | Check all queues associated with the channel |