What are the different call transfer types

There are two types of transfers; a warm transfer (attended), and a blind transfer (unattended). A warm transfer occurs when you speak with the party you are transferring the call to before you transfer the call to them. A blind transfer routes the call directly with no interaction.

For example, a call comes in and is answered. The caller wishes to speak with someone else in the organization. With a warm transfer, you place the caller on hold and call the other party. In this way, you can give valuable information (i.e. Account number, a reason for calling, contact information, caller’s name, etc.) that helps the other party prepare for the incoming call.

With a blind transfer, you do not speak with the receiving party. The call is simply transferred to that User or extension. For example, a call comes in and is answered. The caller wishes to leave a voicemail or be transferred directly to another party. With a blind transfer, the call is routed to that User or extension and no conversation is had between the receiving User and the User transferring the call.