How do I perform a live call transfer in Heyo, and why must I hang up first?

⚡Quick answer

Yes. Once you complete the transfer steps, the transferer (the staff member who initiated the transfer) may hang up. Hanging up is required for the system to recognise the transfer intent and to bridge the customer with the target recipient.

1. The “one call per staff member” rule

At its core, Heyo allows only one active or ringing call on a staff member's phone at any given time.
This is a crucial system limitation that ensures clear communication channels and prevents accidental overlaps. If you tried to initiate a transfer without disconnecting, Heyo would see it as an attempt to bring a second call onto your line, which isn't allowed.
The system needs to know your line is clear before it can process a transfer request. By disconnecting first, you're essentially telling Heyo, “I'm done with this call, please pass it on.”
This allows the system to correctly identify the transfer intent and execute it without confusion or conflict on your line.

2. Overview – How Heyo call transfer works

Heyo supports an attended (consultative) transfer:

• Transferer dials a keypad code (*2 + extension).

• The customer is placed on hold.

• Transferer and target agent speak briefly to share the call context.

• Transferer hangs up.

• Heyo automatically bridges the customer with the target agent and removes the transferer.

3. Step-by-step: attended transfer (*2 + extension)

Key action	What you should hear/see
While on the call, press *2 on the dial pad.	Customer is placed on hold (music/announcement).
Dial the extension number of the target agent (e.g., 21 or 22).	Ringback tone to target agent.
Briefly explain the call context to the target agent.	Both agents hear each other; the customer is still on hold.
Hang up.	System drops you and connects the customer to the target agent automatically.

Tip: The hang-up in Step 4 is mandatory; it signals Heyo to finalise the transfer.

4. What happens after you hang up

• Your line disconnects immediately.

• The customer and the target agent remain on the line.

• The call is now a regular two-party call and continues to be recorded.

• The transfer event is logged in Call History.

5. When NOT to hang up too early

• If you hang up before speaking to the target agent, the customer will be routed to voicemail or hear a ring without context.

• If you forget to hang up after briefing, all three parties remain in a three-way conference.

• If you press the wrong extension, you must cancel and retry; partial codes do not initiate transfer.

6. Common errors & troubleshooting

Issue	Quick check
Customer still hears hold music	Verify you pressed *2 + correct extension and then hung up.
Three-way call persists	Confirm you actually ended the call on your device.
Transfer tone fails	Extension may be inactive; re-dial or contact admin.

Need to know how to perform a call transfer step-by-step? Check out our guide: How to Transfer a Call in Heyo.

7. Support options

• In-app chat support option, as the team is most active there.

• If you can't access the app for some reason, feel free to drop an email at connect@heyophone.com.

• Heyo recommends using their in-app chat support or joining our live demo call at 2 PM IST (Monday to Friday).

• After watching the video guide, if you feel stuck and talking with the support team, we're always available for that also.