Transfers and Hold

Use hold and transfers to consult teammates, move a caller to the right inbox or user, and keep live calls controlled from web, mobile, or SIP paths.

Before you begin

• The active call must be connected before hold or transfer controls are available.
• The destination user or inbox should be configured to receive calls.
• Custom hold music should be uploaded at the inbox level if the default music is not appropriate.

Where to find it

Use the active-call controls during a call. Mobile exposes hold/resume, transfer options, bridge behavior, keypad, recording, and audio controls from the active-call screen.

Step-by-step

1. During a live call, choose Hold to pause the caller and play hold audio.
2. Resume when you are ready to continue the same call.
3. Choose transfer and select a teammate, inbox, SIP/deskphone path, or phone destination where available.
4. Use a blind transfer when the caller should move immediately.
5. Use a consult or attended transfer when you want to speak with the recipient first.
6. Complete, bridge, or cancel the transfer based on the live-call state.

What happens next

• Waveline keeps transfer context so the receiving side can see where the call came from.
• If an attended transfer cannot reach a live target, routing can fall back to the configured destination behavior.
• Hold uses custom inbox hold music when present, otherwise a default hold experience is used.

Troubleshooting

• If transfer options are missing, check destination inbox membership and permissions.
• If hold music is wrong, update the inbox hold music attachment.
• If a consult transfer fails, try a blind transfer or route to voicemail as a fallback.

Related pages

• Hold music
• Mobile call controls
• Forward call
• Default ring groups