Healthdirect Australia Help Center

    Transfer a call to another clinic

    What video call platform role do I need:  All signed in users with access to more than one Waiting Area (within the same organisation or across organisations if you have been given access).

    Call transfer allows patients to be transferred between clinics, for example, from a front desk reception area to a specialist’s Waiting Area and back - or from one specialist to another, in multidisciplinary consults.

    There are two ways to transfer a call:

    From one Waiting Area to another Waiting Area without joining the call (cold transfer)

    1. Navigate to the clinic’s waiting area, where a patient is currently waiting.  


    2. Under the Actions column, click on the Transfer button

    3. Select the waiting area you want to transfer the caller to.  

    Note: Only waiting areas that you are a member of (as a team member or referrer) will be available to transfer to.

    4. Click the transfer button to complete the transfer.  

    Note: The caller will then appear in the selected waiting area and disappear from the current waiting area. The caller's waiting screen will show them they are in the new waiting area.


    5. If you do not have access to transfer to other clinics you will see this message. Speak to your Telehealth Manager if you need access to another clinic for transfer purposes. They can give you referrer access to the clinics you require. 


    Transferring a Caller while in a call (warm transfer)

    1. From within a Video Call, click on Call Manager
     

    2. Call Manager opens to reveal call management options. Click the Transfer call button under Call Actions.  


    3. You will be prompted to choose the waiting area the patient will be transferred to.  


    4. Choose the waiting area from the drop down (only waiting areas that you have access to will show as options). Then click Confirm transfer. This will move the current call to the other waiting area while allowing you and the caller to remain in the call together.


    5. If you do not have access to transfer to the clinic you require, you will not see it as an option. If you are a member of only one clinic you will see this message. Speak to your telehealth manager if you need access to another clinic for transfer purposes. They can give you referrer access to the clinics you require. 


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