2.1. Supervised Call Transfer

A supervised transfer is a method of transferring an incoming call to another extension, making use of call progress results (i.e., answered, busy, and ring no answer). This type of transfer is equivalent to the following manual operations:

1. answer a call
2. place the caller on hold
3. press the transfer key (hook flash)
4. dial the destination number
5. if the destination party answers, hang up (the transfer is complete)
6. if the destination party does not answer, switch back to the caller and provide choices to leave voice mail, select another extension, or hang up.

While a supervised transfer can be implemented without a PBX Integration board (using hook flash), the availability and ease of implementation is inconsistent. By using a PBX Integration board and the appropriate dial string, you can initiate a transfer the same way for all supported switches. Also, by incorporating call progress analysis, you can offer consistent, high-performance call transfer features in your applications. For example, if during the transfer the application detects a busy signal, the call is automatically sent to a mailbox.

In a supervised transfer, an incoming call answered by a channel on a PBX Integration will only be transferred after a PBX Integration board establishes a connection with another station (the call is not released to the PBX). If the extension is busy or does not answer, the PBX Integration board reconnects to original call.

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