Cisco Phone: Make, Answer, Transfer and Pause Calls (Multilined Phones)

Guide Topic

The Cisco 9851 phone supports multiple lines to manage several calls at once, making it easier for you to handle various communications. This guide will walk you through how to:

Many phones at TCC have only one line, for instructions for those phones, please refer to Cisco Phone: Make and Answer Calls (Single Lined Phones). A multilined phone will display more than one extension on the LCD screen.

Cisco 9851 LCD screen with multiple lines

Make a Call

Using the handset:

  • Pick up the handset, light on the button next to the selected line will turn green/on

    • If you would like to use a different line, click the button next to the line you would like to use

Cisco 9851 LCD screen in call mode

  • Dial the number (or press a speed dial button if available).
    • Dial "+9" before the number if you are dialing an external number.

Using the speakerphone:

  • Press the Speaker button (the Speaker key), then dial the number or press a line button.

Using a softkey:

  • Press the Call softkey, and then dial the number.

Answer a Call

  • On an active line:

    • When you receive a call, the line button will flash (indicating an incoming call).
    • Pick up the handset or press the Answer softkey to pick up the call on speakerphone.

  • If on another call:

    • If you're already on a call, the incoming call will appear on another line. Press the Line button for the incoming call to answer it.

Transfer a Call

To transfer directly (Blind Transfer):

  1. While on the call, press the Transfer button (or softkey).
  2. Dial the number or press a speed dial button for the person you want to transfer to.
  3. Press Transfer again to complete the transfer.

To transfer with a consult (Attended Transfer):

  1. While on the call, press the Transfer button.
  2. Dial the number or press a speed dial button of the person you want to transfer the call to.
  3. Wait for them to answer and speak to them.
  4. Press Transfer again to complete the transfer.

Pause a Call (Call Hold)

To place a call on hold:

  1. While on the call, press the Hold button (or the softkey with the “Hold” label).
  2. The call will be placed on hold, and you’ll hear music or a tone until you resume the call.

To resume a call:

  1. Press the Resume button or press the Line button of the call on hold to take the call off hold and continue talking.

Additional Tips

  • Multiple Lines: If you have multiple lines on your phone, you can manage different calls on different lines simultaneously. When you receive an incoming call, it will appear on an available line, and you can answer or transfer calls as needed.

  • Line Indicators: Each line is represented by a button on your phone. These buttons may flash or be lit to indicate active, incoming, or on-hold calls.

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