PhoneBurner Call Transfer | How to Set Up & Use

✅ Video Summary

This training video covers how to set up and use Call Transfers within your PhoneBurner® account. Call Transfers allow users to transfer live conversations to an external number. Here's a breakdown of the process:

1. Accessing Call Transfer Settings:
   Navigate to your account settings by clicking your initials (or profile image), then go to Dial Session Settings > Call Transfer.

2. Creating a Call Transfer Agent:

   • Click "Add Call Transfer Agent."

   • Name your agent (e.g., "Closer Group" or individual names).

   • Add one or more phone numbers that should be reached when transferring a call.

   • Optionally, include email addresses to which contact details will be sent during a transfer.

3. Caller ID Preferences:
   Decide whether the transfer agent sees the prospect’s number or your caller ID by toggling a simple setting.

4. Call Recording Option on Transfer:
   You can choose to:

   • Record the entire call,

   • Not record at all, or

   • Stop recording when the call is transferred.

5. Executing a Call Transfer During Dialing:

   • After connecting with a prospect, click "Live Answer" > "Transfer Call".

   • Select your transfer agent (e.g., "Closer Group").

   • Initiate a warm transfer, which lets you speak privately with the transfer agent or the prospect before merging the calls.

   • Use the on-screen keypad if needed for navigation.

6. After Transfer - Email with Contact Details: If email addresses were added to the transfer agent, the system sends them full contact info, including custom fields and activity.

This enables seamless handoffs, improved collaboration, and better service continuity.

🏷️ Tags

call transfer, PhoneBurner setup, dial session settings, transfer agent, warm transfer, caller ID settings, call recording, contact handoff, CRM training, closer group, sales enablement

📝 Cleaned-Up Transcript

[Music]

Hello, thank you for taking a moment to watch this video. In this training, I want to talk to you about call transfers.

Sometimes, when you're dialing through your list of contacts, you may encounter a situation where you need to transfer that live conversation to someone else on your team—or to another number entirely. PhoneBurner® makes it really easy to transfer calls, but first, you need to set up what's called transfer agents within your account. Let me show you how to do that.

I'll go ahead and exit the dial session.

From within your PhoneBurner account, in the upper right-hand portion, click on your initials (or image, if you've updated that). Then go down to the Dial Session option within Settings.

On the left-hand side under Dial Session Settings, you'll see an option called Call Transfer. Click on that.

Here, you'll see a list of any call transfer agents you've previously created. I have some listed already, but you may not have any yet. Creating a call transfer agent is super easy.

In the upper right-hand part of the page, click the "Add Call Transfer Agent" button. That takes you to a new page to start setting up a transfer agent.

When creating a new transfer agent, there are a few things to consider. First, what do you want to name the transfer agent? Whatever you enter here will show up in your dial session to initiate the transfer. In most cases, you’ll probably name it after the person you're connecting to.

However, PhoneBurner doesn’t limit you to one person or phone number per transfer agent. You can add multiple people—for example, a “closer group.” This would be a group of people who can help you close a deal, and it doesn’t matter which one answers.

So, let’s walk through creating a transfer agent using this concept.

After you add a name, the next step is to add phone numbers. If this is a group like a closer team, you might add:

• Jeff Cell – with Jeff's phone number

• Mary Cell – with Mary’s phone number

You can keep adding more numbers as needed. Each number is an attempt the system will make to connect with someone in the group.

Next, there's the Emails section—this is optional. You can add email addresses here, and when a call is transferred to this agent, the system will send contact details to these email addresses. That way, the person receiving the call has all the prospect’s information at their fingertips.

In this example, I’ve added Jeff and Mary’s emails. Click Save Changes and now the “Closer Group” transfer agent is live. The system will attempt to reach both numbers simultaneously—whoever answers first gets the transfer. An email is also sent with contact info.

Now, let’s discuss Caller ID options for transfer agents.

You have two choices:

1. Show the prospect’s number, or

2. Show your number (used during the dial session)

You toggle this option on or off based on what you prefer the transfer agent to see.

With the transfer agent set up and Caller ID chosen, let’s jump into a dial session to demonstrate.

Click on Contacts, select some records, and begin a dial session. Choose the manually set settings option instead of a dialer preset. This gives more control.

A key option here is related to call recording:

• Record calls

• Don’t record calls

• Stop recording on transfer

If you don’t want the call recorded after you hand it off, select stop on transfer.

Let’s continue and get connected.

Now that we’re in a session and connected to someone, click Live Answer and then Transfer Call.

You’ll see the “Closer Group” listed. Choose that, and your prospect will be placed on hold. The system tries each number in the group. When someone answers, you can speak to them privately—this is called a warm transfer.

You can also place the agent on hold and return to the prospect, moving back and forth until you're ready to merge the calls. Once merged, all parties can speak. There’s a keypad if you need to navigate menus during the call.

When you're done, click Leave Bridged Call. Jeff and Mary will stay connected. If you had call recording set to stop on transfer, recording stops here.

Lastly, let’s look at the email that’s sent to transfer agents. It contains:

• Core contact details

• Notes

• Tags

• Custom fields

This gives your team everything they need to effectively continue the conversation.

And that’s it! That’s how easy it is to configure and use call transfers in PhoneBurner® to enhance your dialing workflow.

Thanks again, and happy dialing!

[Music]