Our mobile clients can only support two active calls at a time, and in this scenario, the transfer attempt would be treated as a third call. This is currently the expected behavior for mobile clients, and it is an OS limitation on both iOS and Android.
In contrast, the desktop clients can support up to five call instances at once, so customers wouldn't notice this limitation there.
When there are two active calls on the mobile softphone, the options are:
- Merge: This option allows you to bring all parties to a 3-way conference.
- Toggle: to switch between callers and place one on hold but keep both calls separate.
- Transfer to other: This connects the two calls while disconnecting the mobile softphone user.
As seen in the images above, when tapping on the arrow-like icon when in a call, allows joining in a conference with a second call. The icon then changes to a double arrow, this means the conference is now active between the two calls on your softphone. To disconnect the calls and remain with both lines, you can do so by tapping the double arrow icon again.
Additionally, you can toggle between the two calls by tapping the green double arrow button at the bottom next to the "End Call" button.
To transfer to another call, tap on the three dots button and enter the number you wish to connect the call to. Doing this will disconnect you and transfer the call.
If the bubble heads option is active on your softphone, you can also toggle between the callers by tapping on the call bubble you wish to speak to.
Note: We've had this requested as a feature previously, but it's not currently on the roadmap for the foreseeable future. It is largely dependent on mobile OS limitations as well.