---
schema_version: "1"
id: f6cfd8c6027fbd83558211272c7c22ad866558eb60c5a53aaff082374d8eb724
title: Transfer a Call Using the Softphone
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_transfercall.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_transfercall.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fa829bcd604f5c2cae52d9807f3c5ca9039ce080a6746a39a22b251e29096f9d
description: Transfer a call to another call center user or to an external phone number.
products:
  - Service Cloud
release: "264"
---
# Transfer a Call Using the Softphone

Transfer a call to another call center user or to an external phone number.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33432e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33432e55 ">To transfer a call:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33432e55 ">Member of a call center</td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs.

To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US).

To transfer a call to another call center user or to an external phone number:

1. Attach any relevant Salesforce records to the call that you want to transfer. For example, if you created a case for the call, save it, and make sure that it is selected in one of the Related To fields of the current call log. This action ensures that the user to whom you are transferring the call has access to the case in his or her softphone.
2. Click **Transfer** in the softphone line that you want to transfer. You remain on the line with your first caller and a new dial pad becomes active.
3. Use the dial pad, your keyboard, or the call center directory to enter the phone number of the person to whom the call is transferred.
4. Click **Initiate Transfer**. Your first caller is automatically put on hold while you are on the call with the destination number. If a number you dial is busy, a message appears and you can dial again or cancel the call.
5. When you are ready to transfer your first caller to the destination number, click **Complete Transfer**. If you no longer want to transfer the call, click **Cancel Transfer**.

When you complete a transfer, your line is immediately freed and you return to the Ready for Calls state.

#### See Also

- [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.")
- [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.")
- [Wrap Up a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5 "End a call in Salesforce CRM Call Center.")
- [Create Call Logs in the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_quicklogs.htm&release=264.0.0&type=5 "Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report.")