Transfer calls to staff without personal numbers

You can now transfer calls from the mobile app to staff members who do not have a personal phone number. Transfers can go to the devices a staff member has configured, including Web App, Mobile App, phone or SIP desk phone, and the mobile app can act as both the transfer source and destination.

Why it matters

This lets front-line staff move callers to colleagues even when those colleagues do not use a personal number. That keeps business numbers private and ensures calls reach staff on whichever work devices they have set up.

How to use it

1. Make or answer a call in the mobile app, either outbound or inbound.
2. In the active call, tap the transfer icon at the top right.
3. Open the Staff Members tab and choose the staff member to receive the call. Device types they can receive the transfer on are shown next to their name.
4. Tap Call and Hold to perform a warm transfer, or tap Transfer and End to do a blind transfer.
5. The receiving staff member answers as usual.

On iOS, the incoming call banner shows the contact name followed by “via” and the name of the staff member who transferred it, for example: John Doe via Michael Scott. On Android, the incoming call screen shows: Transferred call from Michael Scott.

Key details and limitations

• Works for both warm and blind transfers.
• Works for both outbound and inbound calls.
• Re-transferring a call, that is transferring a call that was already transferred to you, is not supported yet.
• Transfers ring every device the staff member has set under “Forward calls to” at the same time: Web App, Mobile App, Phone and SIP desk phone.
• Staff members who have not configured any device appear as disabled in the transfer list.

Use this feature directly in the Infinity3 Platform mobile app to move callers smoothly between team members while keeping personal numbers private.