What is Call Transfer?

Call transfer is a feature that allows an agent to pass an ongoing call to another agent or department, ensuring the conversation continues smoothly without interruptions. It’s especially useful in customer support settings where an agent may not be able to resolve an issue or if the call needs to be routed to a more specialized department. In VoIP systems, call transfer can be done seamlessly, either blind (immediate transfer without talking to the next agent) or warm (introducing the call to the next agent). This feature ensures customers are directed to the right resources, improving call efficiency and customer satisfaction.