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Sierra Call Transfer: Transfer Your Lead Calls to Other Users on Your Team (ISAs to Agents, Agents to Lenders, and More)

Seamlessly transfer calls between Sierra Users—perfect for ISAs, agents, and lenders working collaboratively.

 

Why This Feature Matters

 

 

Sierra’s Call Transfer capability improves teamwork and client experience by enabling seamless call handoffs between team members. Whether you’re an ISA routing a lead to an agent, or an agent connecting a lead with a preferred lender, this feature supports faster responses and smoother workflows—while keeping call activity logged automatically.

 

 

 

Step-by-Step Instructions

 

 

 

✅ Set Up the Dialer First

 

 

Before you can use Call Transfer, ensure:

 

  • The Sierra Dialer is activated for your account

  • All users involved are connected to the Dialer via User Settings

 

 

Tip: The Primary Manager or any Manager-level user can enable the Dialer in Dialer Settings

 

 

 

📞 How to Transfer a Call

 

 

  1. Initiate an Outbound Call from the Lead Detail Page

  2. Click the Transfer button (visible during the call)

  3. The lead will be placed on hold and hear hold music

  4. A Call Transfer Overlay appears, listing:

     

    • Users formally assigned to the lead (displayed first)

    • All Users with an active Dialer connection

    • Use the Search bar to quickly find a specific user

     

  5. Click the green Call button next to the desired User

 

 

 

 

🎛️ Choose Your Transfer Option

 

 

Once connected with the receiving User, choose how to proceed:

 

  • Cancel – End the internal call and return to the lead

  • Complete – Transfer the lead and drop off the call (your portion of the call will be logged)

  • Swap – Put the other User on hold and return to the lead

  • Merge – Create a three-way call (lead, User, and you)

 

 

You can talk as long as needed before completing or merging the call. If the lead disconnects during this time, your internal call continues, and the status will show as “Disconnected.”

 

 

 

Lead Detail Page Logging

 

 

Transferred calls will appear in the lead’s communication history with this format:

 

Call transferred to {User name}

 

This keeps call records accurate and transparent for your entire team.

 

 

 

Best Practices

 

 

  • Use Complete to cleanly hand off the conversation once context is shared

  • Use Merge when collaboration across roles is needed in real-time

  • Keep User profiles updated to ensure proper routing and recognition

  • Notify team members when a transfer is expected to ensure they’re ready to receive

 

 

 

 

Troubleshooting Common Issues

 

 

Problem: Can’t see the Transfer option

Solution: Ensure your account has the Dialer enabled and you’re using an active personal Dialer number

 

Problem: The user I want to transfer to isn’t showing

Solution: They must be connected to the Dialer and have a valid number in their User Profile

 

 

 

FAQs

 

 

Q: Can I transfer inbound calls?

A: Currently, Call Transfer is available for outbound calls only.

 

Q: What happens if the lead disconnects while I’m talking to another user?

A: You can continue the internal call; the lead’s status will update to “Disconnected.”

 

Q: Does the system log transferred calls automatically?

A: Yes. All transferred calls are logged in the lead’s history with the transfer notation.