Hold, transfer, park, and conference calls

Once you’re on a call, the call window gives you the controls you need to pass callers along or bring more people in. In the web and desktop app it opens as its own small window, with MUTE, DIAL PAD, PARK, ADD CALL, HOLD, TRANSFER, and RECORD, plus a red hang-up button. The steps below use the computer version. The mobile app has similar buttons on its call screen.

Tip: Lost the call window behind other windows? Click the call card at the top right of ConnectUC, or press Shift + Alt + J.

Put a call on hold

Why: hold lets you step away without hanging up. The caller hears hold music.

1. Click HOLD. The caller hears hold music.
2. When you’re ready, click UNHOLD to pick the call back up.

Transfer a call

Why: send the caller to the right person, number, or voicemail box.

There are two kinds of transfer:

• Blind Transfer sends the caller straight through. You don’t talk to the other person first.
• Attended Transfer lets you speak to the other person first, then hand the caller over.

Blind transfer

1. Click TRANSFER. A keypad opens, with your contacts on the right.
2. Pick a contact, or type a number or extension.
3. Click BLIND TRANSFER. The call leaves your screen.

Attended transfer

1. Click TRANSFER.
2. Pick a contact, or type a number or extension.
3. Click ATTENDED TRANSFER. Your caller is placed on hold while you talk.
4. Introduce the caller.
5. Click Complete Transfer to connect them. If the person can’t take it, end that leg and return to your caller.

Send a caller to someone’s voicemail

1. Click TRANSFER and pick the coworker.
2. Click SEND TO VOICEMAIL. The caller goes straight to their mailbox.

Changed your mind? Click BACK TO MENU to return to the call controls.

Tip: Check a coworker’s status in the transfer list before you send a caller their way.

Park a call

Why: parking holds a call in a shared spot so anyone on your team can pick it up from any phone.

1. Click PARK.
2. Choose Auto Park to use the first open spot, or click a specific park spot.
3. ConnectUC shows where the call is parked. Tell your coworker the spot.

To pick up a parked call, open the Parking tab and choose the call. On mobile, open Calls → Park and tap Pickup. You can also dial the park spot number from a desk phone.

Add people to a call (conference)

Why: bring a third person, or more, into the conversation.

1. During a call, click ADD CALL.
2. Dial a number or extension, or pick a contact, then click Add To Call. Your first caller goes on hold.
3. When the new person answers, choose:
   • MERGE to join everyone into one call.
   • SWAP to switch between the two calls.
   • DROP to remove that person.
4. Repeat to add more people.

After merging, you can hang up on one person to drop just them, or use Split Call to talk to one person privately while the others wait.

Heads up: If you started the conference and you hang up, the whole call ends for everyone.

Common questions

Is there a limit on how many people I can add?

There’s no set number. Call quality depends on everyone’s connection, so keep large groups to a video meeting instead.

I can’t see any park spots.

Parking may not be set up for your team, or the spots may be limited to another site or department. Ask your admin, or see Call park.

Parking failed with an error. What now?

Try again, or dial the park spot number directly from ConnectUC.

Related articles

• Make and answer calls
• Contacts and status
• Video meetings
• Call history and call recordings