What is Call Transfer?
By definition, call transfer is a feature that allows someone to pass possession of a call to another person or phone line. In some cases, multiple lines can be called at once allowing the first agent available to accept the call.
Types of call transfers include blind transfers and warm transfers.
In a blind transfer, the call is routed away from one person directly to the other. Both the transferee and the transfer agent hear the phone ring and begin a new call without any introduction.
In a warm transfer, the first agent can speak to the new agent prior to inviting the caller on to the line so they can provide necessary information on the subject of the call. At that point, all three parties can be brought on the line before the initial agent drops off.