So, are you looking to transfer calls with VoIP? Well, obviously, that’s the reason you have landed right here! Here, we’ll answer your query, walk you through the whole process along with highlighting a few options for the same. So, let’s begin.
Irrespective of your business size, a call transferring system has played a pivotal part in businesses to keep in touch with clients as well as to improve customer service.
Gone are the days when analog phones were used to make calls or communicate. Time has changed, and so are our needs.
Now, digital phones have taken the industry and ultimately, opened the doors for Voice over Internet Protocol (VoIP) calls.
In this post, we’ll make you familiar with VoIP and its history. Then we’ll dive deep to make you understand ‘how to use it to transfer phone conversations’ and how it can benefit your business.
What is VoIP?
The word VoIP stands for Voice over Internet Protocol, which describes how to make and receive phone calls over the internet. The vast majority of people believe VoIP is a viable alternative to traditional landlines. VoIP and VoLTE have transformed the face of communication and have gained much popularity in the last few decades.
An IP address is what you’ve heard of as an Internet Protocol address. IP addresses are used to communicate between computers and devices on the internet.
VoIP isn’t exactly a novel concept.
Since the late 1990s, telephony has relied on digital lines to carry phone calls. VoIP is a low-cost method of managing an unlimited number of calls.
You can call anyone without using a local phone service if you have an internet connection. You just get a business phone system for the same. Because VoIP solutions are based on open standards, you can use them on any computer.
More than just setting up calls, call transferring is what VoIP service providers offer. Outgoing and incoming calls are routed through existing telephone networks. The Public Switched Telephone Network (PSTN) supports both landlines and cell phones (PSTN).
When Did VoIP Originate?
In 1995, the firm called VocalTec built the first internet phone for commercial usage. It was created to save money on long-distance and international phone calls.
These internet phones used the same software and had speakers and microphones linked to them.
Soon, they gave users the option of connecting to a call via a computer as well. Users had to listen to commercials before, during, and after their chats. This was the sole drawback to the rise of VoIP at the time.
Companies rapidly understood the advantages of more efficient, lower-cost communication. Skype is one of the most well-known companies that provide VoIP services to its subscribers.
Fast forward to now, you have applications like Zoom and Microsoft Teams that provide a plethora of Internet Protocol communication choices, with video conference calls being the most popular.
How Does VoIP Work?
Internet Protocol, which is a crucial component of the internet, underpins Voice over IP. IP telephony is a significant advancement in the century-old telecommunications system.
Small data packets are used to exchange information during phone calls. You can send these data packets worldwide in less than a second, thanks to the internet. They can move between your phone and a VoIP provider in internet telephony.
A VoIP phone system allows you to make calls to other phones or another phone provider. Other vital features include voicemail, call forwarding, call recording, and so on.
In four steps, here’s how VoIP works.
- In your Local Area Network, your phone connects to your switch or router (LAN).
- Your IP phone instructs your VoIP service provider to call the other party when you dial a phone number.
- The call is established, and data packets are exchanged from your IP phone by your VoIP service.
- These digital impulses are converted back into audible sound by your VoIP phone.
The telephone company is wholly bypassed with Voice over Internet Protocol. You can use VoIP from anywhere by leveraging a high-speed internet connection. Virtual phone line is a significant improvement over an older analog phone system.
To utilize VoIP, one needed pricey, proprietary equipment – but that was more than 20 years ago! VoIP is now based on open standards such as the Session Initiation Protocol (SIP). SIP enables seamless communication across various desk phones, conference phones, and VoIP apps.
PBXs handle features like voicemail, conferencing, and cloud-based call routing. When you think about it, they’re essentially their own full-service phone company that you run.
All you need is a broadband internet connection (cable, DSL, or fiber) to take advantage of VoIP’s many advantages.
Types of Call Transfers
Any job that requires frequent phone use will necessitate a call transfer at some time, if not regularly. Some people think call forwarding and call transfers are one and the same thing, but that’s not true. So, what exactly are call transfers, why do they have so many names, and which one should you use?
1) Cold Transfers
Cold transfers can throw off the client on the other end of the line. Have you ever been passed around from customer service representative to customer service agent, having to explain your problem each time? It’s infuriating, and angry clients are more likely to hang up.
What if you expect a human voice to end the transfer but instead get voicemail since the cold transfer was made to someone who was away from her desk? That conveys the sense to a frustrated caller that you don’t care about him.
Cold Transfer Examples
When someone needs to travel somewhere else but doesn’t need to be disclosed, this is an example of an appropriate cold transfer. Assume you’re in sales and you receive a call from a customer who needs assistance with a billing issue. She’s not interested in you; she’s interested in the billing department.
And you, the salesperson, want your line freed up for new business. Simply transfer the consumer to the proper department’s call group once you’ve determined where she needs to go. Because the billing department does not receive as many calls as support or sales, there is no need for an introduction.
2) Warm Transfers
Situations like the ones described above are remedied by warm transfers. Customers don’t have to wait for multiple employees to dig up their information or keep repeating themselves.
You can put the consumer on wait for a few moments while you get the relevant colleague up to speed, then inform the caller that he’ll be transferred to someone who can assist him further.
Keeping the client informed and taking the time to double-check that the transfer receiver has the necessary information goes a long way toward providing excellent customer service and ensuring your clients’ continuous satisfaction.
Warm Transfer Example
A warm transfer is when a receptionist or virtual receptionist answers a call for a business and informs about the company and its operations.
Substitute: Flip Your Calls
Call flip, also known as call pushing or pulling, is a type of call transfer that allows you to send a call to yourself on another device rather than a third party.
This is especially beneficial for people who are on the road and need to quickly Warm transfers remedy situations like the ones described above transfer a call from an IP phone to a smartphone. Similarly, if your smartphone’s battery runs out, you can transfer the call to a desk phone, softphone, or another intelligent device using this call transfer method.
One of the most appealing aspects of call flip is its consistency; your clients won’t notice the difference when you move them so that they won’t feel juggled around.
You can also multitask more easily because you can keep the call continuing even when you’re on the move. Simply transfer your calls from an IP desk phone to a softphone with a headset to free up your hands.
Frequently Asked Questions (FAQs)
1. When is it best to use voicemail call transfers?
Customers cannot always be transferred to another department via cold or warm transfer methods. When this isn’t possible, it’s preferable to direct the call to the third party’s voicemail.
When you need to transfer a voicemail call, it’s a good idea to use voicemail call transfers.
- You are aware that the third person is absent.
- You already know the third party is on the phone with another customer.
2. What if my phone doesn’t have a soft ‘Transfer’ key?
Even if you’re utilizing a vintage phone on a VoIP connection, you still have options for reliable service. You’ll need to put the caller on hold first by hitting ##.
The system will prompt you to either take the caller off hold, transfer to another extension, or be forwarded to an additional menu once you’ve pushed the pound or hash button twice. You just dial the number to make a blind transfer; to create a warm transfer, you must first hit *.
3. Can I send call transfers to recipients on my contact list?
Some carriers allow you to instantly access contacts on your desktop or mobile device without entering an extension or a direct number. Most providers will also include a “Contacts” button on the app that allows you to cycle through a list of phone numbers or contact information. Many providers also have a search tool that will enable you to transfer data using names or numbers swiftly.
Call transfer is a vital call routing technique that you can’t afford to ignore if you want to keep your client downtime to a minimum. It’s also crucial to understand how to optimize your system for efficient transfers.
It’s time to shop if you find that the current VoIP system isn’t up to the task. Regardless of the endpoint, a sound call transfer system will keep your customers pleased and keep them coming back.