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What you need to know about call transfers and redirects

What you need to know about call transfers and redirects

Call transfer, Call Forwarding or Call Divert , is a telecommunications mechanism that allows a user to move an existing telephone call to another telephone or attendant console, using a transfer key or hook flash and dialling the required location. The transferred call is either announced or unannounced.

If the transferred call is announced, the desired caller/extension is informed of the impending transfer. This is usually done by placing the caller on hold and dialling the number of the desired party, who is then notified and, if they decide to accept the call, it is transferred to them. Other terms commonly used for an announced transfer are “assisted”, “consultation”, “full consultation”, “supervised” and “conference”.

In contrast, an unannounced transfer is self-explanatory: the call is transferred without the party or extension being informed of the impending call. The call is simply transferred to its line by means of a “transfer” button on the operator’s telephone or by typing a string of digits that performs the same function. Other terms commonly used to describe an unsupervised transfer are “unsupervised” and “blind”. Unsupervised call transfer can be hot or cold – depending on when the B branch is disconnected. See also Call transfer

In the call centre space, the following types of call transfers can be undertaken and have slightly different meanings:

Hot transfer

Also called live transfer: the call centre operator dials a number and talks to the person who took the call before transferring the caller to them. It can also be a three-way conference before the call centre operator steps down[1]. A common example of a warm transfer is a receptionist or virtual receptionist taking a call for the company and informing the person trying to be reached of their identity and the nature of their call.

What you need to know about call transfers and redirects

Lukewarm transfer

This is where the call centre operator dials a number and transfers the caller to the called number without conferring or talking to the third party. Lukewarm transfer generally applies when a transfer is made to a number where queue management has been implemented in some way (multiple lines or hunt groups, IVR, voicemail, callback function, etc.).

Cold transfer

This transfer is not actually a transfer, but a transmission of information allowing the caller to call a particular number after hanging up the current call. However, in some cases, a cold transfer can be implemented by calling the desired number on behalf of the caller, the original call handler/operator then hangs up without waiting for the called number to be picked up, regardless of whether the dialled number has queue management.

How to make a call transfer

Today, plenty of apps can help you make call transfers, on Android, iPhone, or even your desktop and laptop.

What you need to know about call transfers and redirects

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