Current Behavior:

When a user initiates a warm transfer, they:

1. Answer a call from a caller.
2. Dial the extension of the intended transfer recipient (Ext. B).
3. While waiting for Ext. B to answer, there is no way to toggle back to the original caller without canceling the transfer attempt.

After Ext. B answers the call:

• The original caller is on hold.
• Ext. A can either complete the transfer or cancel it.
• There is no option to put Ext. B on hold and return to the original caller before completing the transfer.

Requested Enhancement:

Introduce functionality to allow the transferring party (Ext. A) to:

1. Toggle between the original caller and the transfer recipient during the warm transfer process.
2. Optionally place Ext. B on hold after they answer, so Ext. A can return to the original caller and consult them again before completing the transfer.
3. Display both legs of the call on the phone interface to allow easier switching between them.

Use Case:

Users in front desk, receptionist, or dispatch roles often need to:

• Brief the receiving party (Ext. B),
• Return to the caller (e.g., to confirm something or inform them),
• Then choose whether to proceed with the transfer or cancel it.

This provides flexibility and improves customer experience by avoiding unnecessary dropped transfers or confusion.

Customer Impact:

• Multiple customers have raised concerns regarding the inflexibility of warm transfers.
• This limitation causes missed communications, especially when dealing with sensitive or multi-step handoffs.
• Customers expect the same flexibility seen in legacy PBX systems or mobile apps.