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Consult Transfer to Phone App Users with the 8x8 Phone App for Microsoft Teams

Symptom

Transferring a call to a Phone App user fails after first attempting a consult.

Applies To

  • 8x8 Phone App
  • Microsoft Teams
  • Extension to Extension calls

Resolution

The Phone App supports transferring a call after consultation only using Teams Audio call.
Important: This functionality is supported only for extension calls within your service. External phone numbers, such as those that might appear in your Global Address List (GAL), are not supported.
Also: Note that only cold transfers are supported for transferring calls externally, and are also performed using the the native Teams active call window.
For complete instructions about call handling in the Phone App, see 8x8 Phone App for Microsoft Teams: User Help
  1. When you're on an active call, select Transfer in the top Teams call window, then click Consult then transfer.
  2. Search for and select a person to consult before transferring the original caller to them.
  3. Click the Chat dropdown button and select Teams audio call.

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  4. A new Consulting with call window should appear. After your consultation is complete, press the Transfer button in the top of this window to complete the call transfer.