Transfer call is a telecommunication mechanism that allows users to move existing phone calls to another phone or console officer, using the transfer button or flash switchhook and call the required location. The transferred call is either announced or not announced.
If the transferred call was announced , the desired party/extension will be notified of upcoming transfers. This is usually done by putting a detained caller and contacting the desired party/extension; they are then notified and, if they choose to accept the call, the call is handed over to them. Other terms commonly used for announced transfers include "attended", "consultation", "full consultation", "supervised" and "conference" transfer.
On the other hand, the unannounced transfer is sufficiently clear: the transfer without notifying the desired party/extension of the upcoming call. These are simply transferred to their line via the "transfer" button in the operator's phone or by entering a series of numbers that accomplish the same function. Other terms commonly used for unauthorized transfers include "unsupervised" and "blind". Unattended call transfers can be either warm or cool - depending on when the B-leg is disconnected. See also Call forwarding
In the Call Center room, the following types of call transfers can be done and take on a slightly different meaning:
- Warm transfer: In this type of transfer, call center operators call the number and talk to the person who has picked up the call before transferring the callers to them. It can also be a 3 way conference before the call center operator breaks up. One common example of a warm transfer is when a receptionist or virtual receptionist takes a call for a business and notifies the person who is trying to contact who the person is and the nature of their calling.
- Warm Transfer: This transfer involves call center operators to call a number and transfer the caller to a number called without a conference or talk to a third party. Warm transfers usually apply when transfers are being made to the number where queue management has been implemented in multiple capacities (multiple rows or hunt groups, IVR, voicemail, callback facilities etc.)
- Cold transfers: This transfer is in fact not a transfer, but information for callers to call a certain number after they close the current call. However, in some cases a cold transfer can be made by calling the desired number on behalf of the caller, the call controller/native operator then goes down without waiting for the number to be called to be lifted regardless if the number being contacted has the queue management implemented or not (see above in point # 2).
Source of the article : Wikipedia
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