SMBcrm now supports two improvements for teams using deskphones: extension-to-extension calling and the ability to transfer IVR calls between deskphones. These updates help streamline call routing, reduce hold times, and connect callers with the right team member more quickly.
IVR Call Transfers Between Deskphones
Previously, calls that came in through an IVR system could not be transferred from one deskphone to another. That limitation has been removed.
How it works
- While handling an active IVR call on your deskphone, initiate a transfer
- Dial your colleague’s extension number
- The call routes directly to their deskphone
Regular (non-IVR) deskphone transfers continue to work as they always have. This update specifically addresses IVR-originated calls that previously could not be handed off between extensions.
Extension-to-Extension Deskphone Calling
Team members with configured deskphones can now dial extensions directly to reach colleagues. For example, dialing “3001” connects you to the deskphone user assigned to that extension.
Current availability
- Extension-to-extension calling works on physical deskphones
- Web and mobile app support is planned for a future release
Why This Matters
For teams that rely on phone-based workflows, being able to transfer IVR calls and dial extensions internally means fewer dropped calls, less time spent manually routing callers, and a smoother experience for both your team and your customers.
If you need help with deskphone configuration or call routing, visit our Support page or Contact Us.