Call transfer

A call transfer is a telecommunications mechanism that enables a user to relocate an existing telephone call to another phone or attendant console, using a transfer button or a switchhook flash and dialing the required location. The transferred call is either announced or unannounced.

If the transferred call is announced, the desired party/extension is notified of the impending transfer. This is typically done by putting the caller on hold and dialing the desired party/extension; they are then notified and, if they choose to accept the call, it is transferred over to them. Other terms commonly used for an announced transfer include "attended", "consult", "full-consult", "supervised" and "conference" transfer.

On the other hand, an unannounced transfer is self-explanatory: it is transferred without notifying the desired party/extension of the impending call. It is simply transferred to their line by way of a "transfer" key on the operator's phone or by keying in a string of digits which achieves the same function. Other terms commonly used for an unannounced transfer include "unsupervised" and "blind".[1] Unsupervised call transfer can be either warm or cold - depending on moment when B-leg is disconnected. See also Call forwarding

Types of call transfers

In the Call Center space, the following type of call transfers can be undertaken and take on a slightly different meaning:

  • Warm transfer: (also known as a live or hot transfer) the call center operator dials a number and talks to the person who has picked up the call before transferring the caller over to them. This could also be a three-way conference before the call center operator drops-off.[1] One common example of a warm transfer is when a receptionist or virtual receptionist takes a call for the business and notifies the party attempting to be reached who the person is and the nature of their call.[2]
  • Tepid transfer: This involves the call center operator dialing a number and transferring the caller on to the called number without conferencing or speaking to the third party. Tepid transfer usually applies when a transfer is being made to a number where queue management has been implemented in some capacity (multiple lines or hunt groups, IVR, voicemail, callback facility etc.)
  • Cold transfer: This transfer is in reality not a transfer, but a pass-on of information for the caller to call a particular number after they hang up the current call. However, in certain instances a cold transfer may be implemented by calling the desired number on behalf of the caller, the original call handler/operator then drops-off without waiting for the called number to be picked up, whether or not the dialed number had queue management implemented or not.

References
  1. Sara Costa (January 31, 2019). "Call transfer types: blind transfer and warm transfer". talkdesk knowledge base. Retrieved February 5, 2019.
  2. "Live Transfer Leads - Hot Transfer Leads To Your Sales Reps". firstimpression.com. Retrieved February 5, 2019. All our live transfer leads are warm transfer-- our call center representative will stay on the phone with your prospective client and make an introduction.


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