Cradle

Calls & call handling

Adding someone to a call already in progress

Pull a third person into a call you're already on, then decide whether to stay or step out.

Sometimes you're on a call and realise a teammate or another contact needs to be on the line too. You can patch them in without hanging up on anyone.

There are two paths depending on what you want to do next. If you all want to stay on the call together, that's a conference call. If you want to bring the teammate in just long enough to hand the call over and then leave, that's a warm transfer.

Before you start

  • You're on an active call.
  • You know who you want to bring in — a teammate, or an external number.
  • If you intend to leave the call after the introduction, warm transfer must be enabled for you. See Warm transfer for how to ask your admin to switch it on.

Steps

  1. While you're on the call, click Add to call (the plus icon).
  2. Pick who to bring in:
    • Search the team list — for example, Tom Henderson (Partner) on +64 9 555 1002.
    • Or use the dial pad to enter an external number.
  3. Click the call button. Cradle rings them. The original caller stays on the call with you.
  4. When the new person answers, all of you are on the call.
  5. From here you have two options:
    • Stay on the call together. Click Merge to lock everyone into a conference. See Conference calls for the full conference controls.
    • Step out and leave the other two together. This is the warm-transfer flow. Hang up your leg of the call once the introduction is done — the remaining two people stay connected.

What everyone hears

  • The original caller hears a ringing tone while you wait for the third party to answer, plus anything you say in that window. If you need a private hand-over instead, use a cold transfer.
  • Once the third party answers, everyone can hear each other.

If it doesn't work

  • The Add to call button isn't there. Conferencing isn't switched on for your organisation. Ask your Cradle admin.
  • You wanted a quiet hand-over. Use Cold transfer — the caller is on hold while you brief the teammate.
  • You wanted to leave straight away with no introduction. That's a blind transfer.

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