Senior Writer: Priya Naha
Date: September 6, 2024In telecommunication, it is a must to be sure that calls are handled effectively for business and personal communication. To ensure that calls reach the appropriate receiver even when they are not at their primary device, features like call forwarding, call transfer, and call diverting are necessary.
To make the most of any feature, one must grasp its intricate details. This guide explores what is call forwarding, what is call transfer, and what is call diverting, along with the key differences between them and scenarios where each is most useful.
Add voicemail or a virtual assistant with the call divert feature. With this setup, calls can be smartly diverted based on your availability, giving priority to important calls and sending unnecessary calls to voicemail. Using this strategy can significantly improve the impact of your message.
What Is Call Forwarding?
Call forwarding is a telecommunication feature that enables to redirect incoming calls from one phone number to another. This might be a voicemail service, a cell phone, or another landline.
Call forwarding is primarily used to ensure that employees can receive calls that are important when the intended recipient is not accessible at their primary contact number. For example, you can designate a colleague or an assistant to answer forwarded calls on your behalf if you’re on a trip or in a meeting.
: What Is Business Call Forwarding & How Do You Set It Up?What Is Call Transfer?
Call transfer is a feature that allows to transfer of an ongoing call from one phone to another. It can take place in the same office or somewhere entirely else. There are two main types of call transfers:
- Cold Transfer: Also known as blind transfer, this transfers a call without first getting in touch with the new recipient.
- Warm Transfer: Also known as attended transfer, this involves introducing the caller to the new recipient first, then transferring it after a long conversation.
In customer service, when a call needs to be escalated to a more specialized department, the call transfer feature is especially beneficial.
: Cold Transfer vs. Warm Transfer: 3 Minute Guide in Video FormatWhat Is Call Diverting?
Call diverting is the process of forwarding an incoming call to a different number prior to the call being answered. Call diversion, however similar to call forwarding, usually suggests a more automated process and is often used when the line is busy, or the call goes unanswered after a certain amount of rings.
The system can automatically route a call to a different allocated number, for instance, if the primary number is engaged or unreachable. This reduces the possibility of missing crucial calls and guarantees communication continuity.
Key Differences Between Call Forwarding, Call Transfer, and Call Diverting
It is necessary to understand the differences between these telecommunication aspects to manage calls effectively. Every feature has a specific purpose and operates differently depending on the situation, which affects how calls are handled or diverted.
| Feature | Call Forwarding | Call Transfer | Call Diverting |
| Definition | Redirects all incoming calls to a different number. | Moves an ongoing call to another line. | Automatically redirects calls when the primary line is busy, unreachable, or unanswered. |
| Control | Set by the user, can be temporary or permanent. | Initiated manually during the call. | Automatically triggered based on conditions. |
| User Interaction | No interaction is needed once set up. | Requires action during the call. | Occurs automatically without user intervention. |
| Common Scenario | Forwarding calls to a mobile phone while traveling. | Transferring a customer call to a specialist. | Diverting calls to voicemail when the line is busy. |
| Setup Method | Configured through phone settings or service provider. | Managed within the call interface. | Configured to trigger under specific conditions (e.g., busy or no answer). |
| Customization | It can be set for specific times or conditions (e.g., only forward calls after hours). | Options for cold or warm transfer, with or without a prior introduction. | Settings often include timeouts or conditions for diversion. |
| Notification | May notify the caller that the call is being forwarded. | No notification to the caller; they simply experience a call transfer. | The caller may or may not be notified that the call is being diverted. |
| Impact on Caller | The caller is redirected to a new number, potentially receiving a new voicemail or notification. | The caller is seamlessly transferred without interruption. | The caller may experience a slight delay or a message indicating the line is unavailable. |
| Cost Considerations | It may incur additional charges, especially if forwarding to international or mobile numbers. | Typically does not incur extra charges beyond the call itself. | Usually incurs no additional cost, but charges may apply if the diverted number is premium or international. |
When to Use Each Feature?
Let’s see when we can use the call forwarding, transfer, and call diverting feature.
Call Forwarding
When you know you won’t be available at your primary contact number but still need to take calls, use the call forwarding feature. It works well when you have to spend a lot of time away from your house or place of business.
The most common reasons for using call forwarding are avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%).
For example, you can forward calls to your cell phone or the number of a coworker if you want to make sure you don’t miss any while you’re on the go.
Call Transfer
When someone else or a different department has to manage a continuing conversation, use call transfer. In customer service settings, this is typical when a front-line representative needs to forward a call to an expert. When customers need to be escalated to a manager or moved to a different office location in a business context, it’s also helpful.
Call Diverting
When you want to be sure that calls don’t go unanswered or busy on your line, call diversion features are the best choice. Professionals who may be temporarily away or on another call may find this feature especially helpful. To ensure important conversations are not missed, you can program your phone to divert calls to voicemail or another number if you anticipate being on an extended call.
Conclusion
Being proficient in call forwarding, call transfer, and call diverting guarantees that you never miss a crucial call and improves the effectiveness of your communication. For handling calls when you’re not using your primary device, call forwarding is ideal.
During ongoing talks, call transfer assists in forwarding calls to the appropriate person or department. You can boost adaptability, simplify communication, and maintain constant interaction in both personal and professional contexts by making the most of these characteristics.
Frequently Asked Questions
1. Can I forward or divert calls to an international number?
Yes, as long as you have the necessary settings in place and your service plan allows for international call forwarding or diverting, you can forward or divert calls to an international number.
2. Is call transfer the same as call forwarding?
No, call forwarding and call transfer are not the same thing. Call forwarding diverts incoming calls to a different number prior to being answered, whereas call transfer transfers an ongoing call to a different line.
3. Can I forward or divert calls to multiple numbers simultaneously?
Calls cannot usually be diverted or sent to more than one number at once. Though solutions differ by service provider, most systems only let forwarding or diverting to one number at a time.
Priya Naha is an experienced technical content writer who focuses on VoIP and telephony technologies. Her expertise in telecommunication and content marketing allows her to simplify complex topics with real-world knowledge, making her writing relatable, informative, and easy-to-read. Her direct involvement with VoIP products and solutions makes her a reliable voice in the field.
