3CX / Yealink / Call handling
Hold. Transfer.
Back to your caller.
Simple steps for putting calls on hold, retrieving them and transferring them using a Yealink desk phone or cordless handset on 3CX.
Before you start
Choose the right action.
Pause the conversation.
Keep the caller connected while you take a moment, then resume the same call.
Speak to your colleague first.
Introduce the caller before connecting them. Also known as a warm or consultative transfer.
Send the call straight through.
Transfer without speaking to the recipient first. Once completed, Resume will not bring that transferred call back.
These steps cover common Yealink SIP desk phones and DECT handsets such as W73H and W56H. Labels can vary with the model, firmware and 3CX setup. A soft key is the button below an on-screen label. This guide is for phone handsets, rather than the 3CX mobile app.
At your desk
Yealink desk phones.
Use the controls shown during an active call.
Hold & retrievePut a call on hold and resume it
- Tell the caller you are putting them on hold.
- Choose Hold on the screen, or press the dedicated HOLD key if fitted.
- To retrieve the call on this phone, select Resume or press HOLD again.
- If more than one call is held, highlight the correct caller before resuming.
Mute only switches off your microphone. Use Hold when you want to pause the call; do not use the hang-up control as a substitute.
TransferConnect the caller to a colleague
Attended transfer: speak first
- During the original call, select Transfer. The caller is placed on hold.
- Enter your colleague’s extension or destination number and choose Call (labelled Send on some models).
- Wait for an answer and explain who is calling.
- When your colleague agrees to take the call, select Transfer to connect them.
Blind transfer: send directly
- Select Transfer during the call.
- Enter the destination extension or number.
- Choose B Transfer to complete the transfer without a consultation.
No answer or colleague unavailable? Before completing an attended transfer, disconnect the second, consultation call using its on-screen cancel/end control. Then select the original held caller and choose Resume. Check which call you are ending.
Away from your desk
Yealink cordless handsets.
For DECT phones such as W73H and W56H. Look for Options and the TRAN or Transfer control.
Hold & retrieveHold and resume on a wireless handset
- While speaking to the caller, open Options and choose Hold.
- When ready to speak again, choose Resume.
- With several calls displayed, use the navigation keys to select the held caller you want, then resume that call.
TransferTransfer from a cordless handset
Attended transfer: speak first
- During the call, press TRAN, or open Options → Transfer (sometimes Call Transfer).
- Enter your colleague’s extension or destination number, then press the dial/call key to ring them. Do not press TRAN again yet.
- Wait until they answer and introduce the caller.
- Press TRAN or the Transfer soft key to join the caller to your colleague.
Blind transfer: send directly
- Press TRAN, or choose Options → Transfer.
- Enter the destination extension or number.
- Press TRAN / Transfer again to complete the transfer straight away.
For an attended transfer, wait for your colleague to answer before the final Transfer step. If you are unsure of your handset’s cancel/return controls, ask us for guidance for that model.
A little extra help
Need to retrieve a call?
Still held on your handset?
Select the original caller on the display and use Resume. This is the “retrieve” action covered above.
Using another phone?
Ask our team about your configured shared parking or call pickup arrangement. The right button or code depends on your 3CX system; ordinary Hold is not a universal pickup code.
We can walk you through it.
Tell us your Yealink model, extension and what appears on the screen. Customer First Business Solutions Ltd can help you use your phone with confidence.