Each phone system is different. A basic rule is that you receive a call, they ask for an employee, you dial that employee’s number and hit transfer. Please read the directions for your actual phone system for the procedure.

• Help them yourself: When you receive a call, if at all possible, help the caller yourself. Have some cheat sheets of quick answers such as directions to the office, or for the hours of operation.
• Actively listen to what the caller is asking.
• Making the transfer: When you do have to transfer a caller, inform the caller you must transfer them and to whom you are transferring them to, “I am transferring you to Mr. Smith's office.” Depending on the level of privacy, give the caller the direct phone number so if they get disconnected they can call back directly (talk to your boss and staff to decide if you can or cannot give out direct numbers.)
• Informing the recipient: When transferring a call, announce the caller before hitting the transfer button. This will enable the recipient to decide if they wish to take the call or not.
• If unsure then research: If the caller does not have a name or for any reason you do not know where to transfer a caller, put them on hold and ask a colleague. If you are still unable to decide where to transfer a call, get the name, company and phone number and tell them you will get back to them with the information. Research the request and do call them back to them in a timely manner with the correct information