Call Transfer

What Is Call Transfer?

Call transfer is a useful telecommunications feature in phone systems that lets you move an active call from one person to another. It ensures that calls reach the right person efficiently.

Call transfer is also an excellent tool for customer support. The receptionist can transfer the call to the correct department if a customer calls the wrong number, such as the main office instead of the billing department. This ensures the customer speaks directly with someone who can assist them, enhancing customer satisfaction and streamlining customer experience.

Types of Call Transfer

Blind Transfer (Cold Transfer)

Blind transfer, also referred to as cold transfer, occurs when the caller transfers the call to another without any communication between them.

In this scenario, the transferring caller does not need to provide any information as they hang up after initiating the call transfer. It is typically used when no additional information regarding the transaction needs to be passed on.

This type of call transfer has its pros and cons. On the one hand, it is quick and efficient. However, on the other hand, there are times when it may be helpful to give additional information or provide context before connecting with someone.

Attended Transfer (Warm Transfer)

Attended transfers, also known as warm transfers, require a bit more involvement from the transferring party.

In this scenario, the caller is encouraged to speak with the new party before the call is transferred. This type of transfer typically involves a brief conversation that can help set expectations and provide context for both parties.

This type of transfer is beneficial when providing an account number, information about what actions should take place or other pertinent details. It also helps ensure no confusion when someone picks up on the other end.

Voicemail Transfer

If a business does not want to transfer a call but instead would like the caller to leave a message, they may opt for voicemail transfer. In this case, the transferring caller is given a prompt, and they leave a message for the next person they are trying to call.

This type of transfer is helpful when time is of the essence, but not everyone will be nearby or available to pick up at that moment. Ideally, it should only be used in situations that necessitate it. Otherwise, it may lead to a number of missed opportunities.

How to Transfer Calls to Another Phone?

Imagine you’re in the Marketing department and you receive a call from someone looking for the Sales team. You can simply press the default feature code on your desk phone to transfer the call. If you’re on the web client, simply hit the “transfer” button at the bottom of the call screen. Next, you dial the Sales department’s extension. As you wait for someone from Sales to pick up, you might hear a ringback tone.

Once connected, you quickly chat with the Sales representative to let them know about the caller’s needs. This brief conversation helps ensure the Sales team is prepared to assist the caller effectively. Finally, you complete the transfer by hanging up to connect the caller directly with Sales.

Benefits of Call Transfer

Improved Efficiency

Call transfers can streamline the way your business operates by helping to ensure that no calls are missed. They also help make it easier to manage communication, especially if your business is spread out over multiple locations.

Flexible Rules

With call transferring systems, you can set up automated rules that allow you to seamlessly switch between options based on different factors, including location or time of day, so nothing gets overlooked due to human error during peak hours or when employees are overworked and stressed.

Increased Automation

Since the entire process can be automated, you won't need an extra worker or assistant to transfer incoming calls. This system allows employees to quickly and easily transfer the call without taking time away from their other tasks , or create a voicemail message for whoever picks up on the other end.

Better Customer Service

Call transfers allow businesses to manage call queues better and ensure that no one will be placed on hold for long periods of time. It also ensures that customers do not have to repeat their information multiple times as they are transferred from person to person within your company's queue system.

Enhanced Agility

Using call transfer over manual transfers allows you to make the changes you need without taking up valuable resources. You can easily manage call forwarding even on the fly to optimize your company's phone system according to your company's needs.

Multi-site Management

Call transfer systems are ideal for businesses with multiple locations because they simplify setting up individual queues and managing call handling among different regions or cities. In addition, you can easily streamline your business by integrating various workflows through a single service provider.

Cost Savings

Transferring calls is an inexpensive way to maximize your business's resources. It allows your company to manage incoming phone traffic and handle call queuing in a cost-effective manner, ensuring performance improvement without incurring significant expenses.

Eliminates Human Error

Transferring calls helps eliminate human error, giving you more control over who handles each call. This type of system will ensure that information isn't lost during transportation between employees, ensuring that customers aren't put in touch with the wrong department or person.

Less Tedious Work

When combined with IVR, transfer protocols can be set up specifically for different departments so that no one without the necessary training or skills tries to handle calls from the office phone outside their assigned department.

FAQs

Can I call transfer to a cell phone?

Yes, you can transfer phone calls to a cell phone using a PBX system. Just enter the cell phone number when you are prompted during the transfer process.

Can I transfer calls to international numbers?

Yes, you can transfer calls to international numbers with a PBX system. Remember, international call rates may apply. When transferring, include the international dialing code before the number. If you have a remote workforce, you can improve your telecommunication capabilities by using call transfer to reach out to international employees.

Can I speak to the person I'm transferring a call to before I finish the transfer?

Yes, you can. This is called a warm transfer or an attended transfer. With Yeastar, you can perform an attended transfer by pressing the feature code. It can be completed in 4 easy steps:

1. During a call, press the attended transfer feature code (default *3) on your desk phone. The original call is on hold, and you will hear a prompt and dial tone.
2. Enter the phone number of the contact to whom you want to transfer the call.
3. Next, you wait for the call to be answered and speak with the recipient.
4. Once ready, hang up to complete the transfer, connecting the original caller with the transfer recipient.

What happens if the person I'm transferring the call to doesn't answer or is unavailable?

If the person doesn’t answer, you can return to the original caller or transfer them to voicemail. The PBX system will usually let you know if the transfer was unsuccessful, so you can decide what to do next.

What is the difference between call transfer and call forwarding?

Call transfer is when you move an active call to another number during the conversation. Call forwarding automatically redirects all incoming business calls to another number before you answer them. Call forwarding is set up in advance, while call transfer is done manually for each call.

Flexible Deployment Options: Cloud-based or On-premises

Available in the Appliance, Software, and Cloud Edition, Yeastar provides flexible deployment options,
allowing you to have your PBX system sited on-premises or in the cloud.

Appliance Edition

If you prefer a plug-and-play system deployed within your company to ensure complete control, the Appliance Edition is the perfect fit.

See Specifications

Cloud Edition

Want to eliminate the workload of hardware installation while having your phone system up & running immediately? This is the option for you.

Learn More

Software Edition

You make the call whether to install the PBX system on a hardware server, a virtual machine, or even in the cloud.

Learn More

You might also interest in these features

Call Forwarding

IVR (Interactive Voice Response)

Call Queue