Transferring, holding & sharing calls¶

Goal: "This caller needs billing, not me." Get them to the right person without dropping them or making them repeat themselves.

Video walkthrough (older UI)

Where: the live call panel (bottom right on desktop) → Transfer this call

Quick paths¶

I want to…	Do this
Talk to a teammate before handing over	Transfer this call → In-app transfer → search for them → Warm
Hand off to whoever's free in a team	Transfer this call → Send to a Group
Bring in an outside number (doctor's office, family member)	Transfer this call → External phone → type a number or Pre-fill from a saved contact
Pause the caller	Hold, then Take caller off hold
Hold a new incoming call while I finish this one	Park on the incoming call
Leave without ending the call for others	Leave
Jump into a teammate's call	Click the active call on Home → Join from browser / Join from the app

Warm transfer to a teammate¶

In the call panel, click Transfer this call → In-app transfer.
Search for the teammate and choose Warm.
Choose whether to Put caller on-hold while calling? (usually yes).
Your teammate sees a Warm Transfer Request and can accept or Ignore.
Once they accept, you can brief them privately while the caller is on hold.
Click Take caller off hold to bring everyone together, then Leave when you're done.

Send to a group¶

Use Send to a Group when you don't mind who picks up, for example "anyone in Billing". The group's members' devices ring, and the first to answer joins.

Transfer to an outside number¶

Transfer this call → External phone.
Type the number, or Pre-fill from a saved contact (search, then Push to transfer field).
CareQB dials out, and you'll see it ringing in Participants.
Once connected, you can remove that person, or take the caller off hold to talk all together.

Hold and park¶

Hold: the caller hears hold audio while you talk to teammates. If you try to leave while the caller is on hold, CareQB reminds you: "Caller on hold, consider ending hold before leaving?"
Park: when another call rings while you're busy, Park it so the caller waits instead of ringing out. You (or a teammate) can pick it up when free. Otherwise, use End call to answer.

Conference-style calls¶

Every CareQB call is a conference, so:

Any eligible teammate can join a live call.
Anyone can Leave without ending the call for the others. Hang up ends it for everyone.
Transfers, joins, leaves, and the recording all appear in the call's timeline.

After the call¶

From the call in the chat or call log you can Play call recording, Generate summary?, or Add call as Profile Note in ERP. That last option posts a summary (editable) to the client's or caregiver's profile in your scheduling software, with a link to the transcript.