Call Transfer
Ever been stuck on a call, repeating your story over and over? Frustrating, right? With CallHippo’s phone call transfer, that doesn’t happen. Your call goes straight to the right person, no awkward pauses, just smooth handoffs.
- Pass calls to teammates or departments in seconds.
- Keep calls, texts, and voicemails in one place.
- Stay connected on your phone or computer, wherever you are.
What is Call Transfer?
Call transfer is the process of transferring an active call to another person or department without interruption. Instead of asking a customer to call back or explain their issue twice, the call transfer while calling feature ensures the customer is routed smoothly. Call transfer simply means the call is handed off to the right teammate or department quickly and without hassle.
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How Call Transfer Works?
Ever called a company and ended up explaining your issue twice? Annoying, isn’t it? That’s exactly what live call transfer prevents. Instead of hanging up or waiting forever, your call gets moved to the right person in just a few clicks.
When you call support with a billing question but reach sales, the agent can instantly redirect your call to the right department. With a simple button press, your call seamlessly transfers to billing without any interruption or the need to hang up and redial. The entire process happens smoothly in the background, connecting you directly to the person who can actually help with your specific issue.
There are two ways your call can get transferred. Sometimes a real person helps you out, and they'll stay on the line, figure out where you need to go, and personally hand you off to the right department. Other times, you'll hear that familiar "Press 2 for billing" menu and get transferred automatically. Either way beats sitting on hold listening to that same elevator music on repeat.
Behind the scenes, VoIP and hosted PBX make it all possible. They move calls over the internet, which means your team can transfer calls from the office, from home, or even while traveling. Pretty convenient for users who are always travelling for work.
What Are The Types of Call Transfers?
Not every call transfer service works the same way. Sometimes you just need to pass a call quickly, while other times it’s better to slow down and make sure everything’s handled properly. Let’s break down the main types and how each one comes in handy.
- Cold (or Blind) Call Transfer
Think of blind transfer as the quick handoff. The agent sends the caller straight to another teammate or department without saying anything beforehand. This is also called cold transferring a call. It’s fast and saves time, but here’s the catch: the customer might have to explain their problem again. - Warm (or Attended) Call Transfer
Attended transfer is more thoughtful. Before passing the call, the call center operator checks in with the next person and gives them a quick heads-up. That way, when the customer gets connected, the announced transfer feels smoother and way more professional. People usually notice and appreciate this extra bit of care. It is also known as hot transfer. - Consultative Call Transfer
Here’s where it feels more personal. The agent actually introduces the customer to the next transfer recipient, explains what’s going on, and then steps out. It’s like walking a guest over and making sure they’re comfortable before leaving. - Automatic Call Transfer
Automatic call transfer runs on rules set in the phone system. Say someone calls about billing, and it automatically routes to the finance team. No guessing, no waiting, and no lost calls.
What is the Importance of the Call Transfer Feature?
Adding call transfer to your business phone system isn’t just about moving calls around. It’s about saving time, keeping conversations clear, and making sure every customer feels like they’re in the right place from the very start.
A contact center representative can focus on the tasks they’re best at while transferring calls to teammates who have the right expertise.
Customers don’t wait endlessly. They’re connected to the right department or person without repeated transfers.
With fewer interruptions and quicker routing, problems get solved in less time.
Customers experience smooth transitions between teams or agents and feel guided through the process.
Smooth transfers show callers that your team cares enough to get them real help, not just pass them along.
At the end of the day, every caller wants answers. Quick, accurate transfers make sure they actually get them.
What are the Features Related to Call Transfer?
Call transfer might sound simple, but the way it’s built can make all the difference. A good system gives you the flexibility to handle calls without making customers feel lost or frustrated. Here are the features that really count:
Heading out to lunch but expecting an important call? No problem. Just send it straight to your phone so you never miss anything important.
Sometimes you need to dig up a file or ask a colleague something. Put your caller on hold with some music.
When everyone seems to call at the same time, a queue keeps things fair and makes sure nobody gets forgotten.
Already on a call, but another comes in? Call waiting lets you see who’s trying to reach you, and you never miss an important conversation.
Think of an auto attendant as a helpful receptionist who directs callers to the right department without human effort easily.
Sometimes a quick text says it all. You can send updates or reminders directly alongside your calls to your customers.
Those menu options that callers select on your office phone? That’s IVR guiding them to the right place in seconds.
Distribute calls evenly across your team so no one gets overwhelmed and customers get faster answers to their queries.
Pricing
- Unlimited Minutes (Includes Both Landline & Mobile Calling)
Free minutes are shared by all account users. Calling on special and premium numbers are excluded. For manual calls only.
- 1 Free Phone Number
Each user gets one free phone number. A single number can be assigned to multiple users for making and receiving calls.
- Smart Dashboard
- Paid Call Recording
Additional charges of $0.005/min are applicable.
- Multiple Integrations
- User Rights
- Chat Support
- Everything in Bronze +
- Unlimited Minutes (Includes Both Landline & Mobile Calling)
Free minutes are shared by all account users. Calling on special and premium numbers are excluded. For manual calls only.
- Live Call
- Role-based Access Control
- Free Call Recordings
- Pause-Resume Recording
- After Call Work
- Call Dispositions
- Everything in Silver +
- Unlimited Minutes (Includes Both Landline & Mobile Calling)
Free minutes are shared by all account users. Calling on special and premium numbers are excluded. For manual calls only.
- Auto Dialer (Power, Parallel & Speed to Dial)
Telephony extra.
- Unlimited QA Users
- Voice Broadcasting
- AI Reports / Analytics
Smart reports that summarize user & call activity.
- Single Sign On (SSO)
Securely log into multiple apps with one set of credentials.
- AI Smart DID Routing
- Hide Number From Agent
- Free Omnichannel Inbox
- Call & SMS Automation
- AI Chat Agents
- AI Workflows
- CSAT Score
- Free Flow Builder
Talk To Us
- Includes all features from past plans
- Minimum 20 Users
- Unlimited calling to 48 countries
- Customized Add-ons for other countries & SMS
- Power Dialer, Parallel Included
- Speech Analytics Or CallHippo AI included
- Priority Support
1-hour response time guarantees, designated support team oversight, tailored proactive monitoring and 24/7 support.
- Custom Reports
Customised reports for tracking teams KPI's.
- Custom Onboarding
Personalised guidance for feature activation and better usage of core CallHippo features.
- Custom data storage and API usage.
- Developer Support
Need Developer access for support required in software integration.
- Dedicated Account Manager
- Dedicated Compliance Support
Tailored assistance from our Legal and Compliance teams to meet specific cybersecurity and documentation needs.
- Unlimited Users (Pay only for numbers)
- Click To Dial
- AI Global Connect
Identify phone number's timezone before a call
- Teams
Assign teams to handle calls in sequence
- Voicemail
- SMS (Text messages) & MMS
- Everything in Basic + Telephony
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Unlimited Minutes (Includes Both Landline & Mobile Calling)
Free minutes are shared by all account users. Calling on special and premium numbers are excluded.
- 100 SMS (Text Messages)
Standard A2P charges apply.
- 1 Free Phone Number
Toll-free number not included.
- Basic Report Analytics
- Everything in Starter +
-
Unlimited Minutes (Includes Both Landline & Mobile Calling)
Free minutes are shared by all account users. Calling on special and premium numbers are excluded.
- 500 SMS (Text Messages)
Standard A2P charges apply.
- Call Recordings
- AI Reports / Analytics
Smart reports that summarize user & call activity.
- Everything in Professional +
-
Unlimited Minutes (Includes Both Landline & Mobile Calling)
Free minutes are shared by all account users. Calling on special and premium numbers are excluded.
- 1000 SMS (Text Messages)
Standard A2P charges apply.
- Dedicated Account Manager
- Custom Integrations
- Single Sign On (SSO)
Securely log into multiple apps with one set of credentials.
Which Are The Top Providers With The Call Transfer Feature?
Compare trusted providers that give you the best call transfer feature, from startups to enterprises, and choose features, pricing, and support wisely.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 |
CallHippo
|
Small and medium size teams needing easy setup & unlimited minutes |
10-day free trial
|
$18/user/month (billed annually) for Office Phone System | Start Free Trial |
| 2 |
RingCentral
|
Medium–large businesses needing robust scalability |
14-day free trial
|
Custom pricing | Explore More |
| 3 |
 Nextiva
|
Teams wanting unified calls, chat, and RM in one app |
7-day or 14-day free, depending on the plan
|
Core plan starts at $15 | Explore More |
| 4 |
 Zoom Phone
|
Organizations using Zoom that need an integrated phone system |
30-day free trial
|
Pro plan starts at $9.20 | Explore More |
| 5 |
 GoTo Connect
|
Businesses needing unified voice, video, and chat from one vendor |
14-day free trial
|
Custom pricing | Explore More |
| 6 |
 8x8
|
Budget-conscious teams seeking broad features |
30-day free trial
|
Custom pricing | Explore More |
| 7 |
 Dialpad
|
Remote teams wanting integrated text, call, desk phone, and meeting tools |
14-day free trial
|
Standard plan starts at $15 | Explore More |
| 8 |
 Vonage
|
Teams wanting flexible pricing with global calling |
14-day free trial
|
Custom pricing | Explore More |
| 9 |
 Ooma Office
|
Small businesses needing affordable, reliable voice tools |
30-day free trial
|
Essentials plan starts at $19.95 | Explore More |
| 10 |
 Grasshopper
|
Solo entrepreneurs and very small teams needing virtual phone numbers |
7-day free trial
|
True Solo plan starts at $14 | Explore More |
Call Transfer Etiquette & Best Practices
Here are some of the call transfer etiquette and best practices that businesses can take note of:
Preparing Before Transferring a Call
Transferring calls the right way is pretty straightforward, but it can totally make or ruin someone’s day. Before you hand off your customer call to someone else, just take a second to get the essentials: who they are, what problem they’re dealing with. And why they ended up talking to you in the first place.
Informing the Caller
Customers dislike being kept in the dark without a proper announcement. Don’t just suddenly put someone on hold without warning. An unannounced transfer will frustrate users. A quick “Hey, I’m getting you over to Mike in tech support, who handles this exact issue” makes people feel like you actually care about helping them.
Verifying Recipient Availability
Always check if the person you’re sending them to can actually take the call. Nothing’s more frustrating than getting shuffled off after a center operator dials someone’s voicemail when you need help right now.
Handling Transfers Smoothly to Enhance Customer Experience
Stay on the line for a few seconds when you make the transfer. Give the new person a quick rundown so your caller doesn’t have to start their whole story over again.
What are the Common Call Transfer Challenges?
Some of the most common call transfer challenges that businesses often face include:
Call Drops During Transfer
Call transfers can go wrong in frustrating ways. Dropped calls are probably the most annoying as one minute you’re talking to someone, the next you’re listening to a dial tone. This usually happens when systems don’t sync properly during the handoff.
Misrouted or Wrong Transfers
Then there are those transfers that send you to the completely wrong department. You call about your internet bill and somehow end up talking to someone about cable installation. These misroutes waste everyone’s time and leave customers feeling like they’re stuck.
Delayed Transfers and Busy Lines
Sometimes transfers just take forever. You’re sitting there listening to hold music while the system tries to connect you. Transfer delays occur when target extensions are busy, networks are congested, or systems are processing slowly. This leaves callers waiting on hold while the system attempts to establish the connection, creating frustrating delays.
Technical Glitches with PBX or VoIP Systems
Phone system glitches like network issues, software bugs, or hardware failures can cause dropped calls and connection problems, especially during peak usage times.
How to Choose a Call Transfer Solution?
To choose a call transfer solution, you need to follow the steps below:
Evaluate Your Business Needs
Start by looking at what your business actually needs. A small law firm has different requirements than a massive call center. Think about your call volume, how complex your transfers typically are, and what your team can realistically handle.
Look for Ease of Use and Training Requirements
Choose systems with simple, intuitive interfaces over complex feature-heavy options. If transferring calls requires extensive technical knowledge or lengthy training sessions, the system will likely frustrate your staff and customers. The best phone systems have clear buttons, straightforward menus, and functions that work the way people naturally expect them to.
Check for Reliability and Uptime Guarantees
Reliability is non-negotiable. Your phone system should work when you need it, not crash during your busiest hours. Check what kind of uptime guarantees providers offer: 99.9% sounds impressive until you calculate how much downtime that actually allows.
Integration with Existing Communication Tools
Make sure whatever you choose works easily with your existing tools. If it can’t integrate with your CRM or helpdesk software, you’ll create more problems than you solve. It is better to get information regarding integrations before purchase.
How to Save Time and Increase Sales with the Advanced Call Transfer Feature?
You can save time and increase sales with the advanced call transfer features by doing the following:
One-Touch Transfer for Faster Lead Handling
Smart call transfer features can seriously boost your sales game. One-touch transfers are a game-changer when you’re dealing with hot leads. Instead of fumbling through menus, you can get prospects to the right salesperson in seconds. Speed matters when someone’s ready to buy.
Automated Transfers for High-Volume Call Centers
For busy call centers, automated transfers based on caller input or account information can handle routine requests without human intervention. Teams can focus on complex issues that actually need personal attention.
Tracking Transfer Efficiency to Improve Sales Outcomes
Monitoring call transfer data reveals valuable insights that directly impact your bottom line. Analytics show patterns like calls bouncing between three departments before reaching the right person, indicating poor routing that wastes time and frustrates customers.
When you identify these inefficiencies, you can optimize routing rules to connect callers with qualified team members faster.
Get Started with a Business Phone Number With
The Call Transfer Feature
Learn how to quickly buy your virtual business phone number with CallHippo and hear from satisfied customer about how we improved their communication and customer experience.
“Thanks to the CallHippo team, we were able to resolve a tough issue with flagged phone numbers. As an EdTech startup, outbound calls are crucial for us. CallHippo’s solution not only improved our attestation score but also improved our answer rates and overall customer experience.”
Frequently Asked Questions
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During an active call, press the transfer button, dial the number you want to transfer to, then hang up or press transfer again to complete it.
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Go to your phone settings, find "Call Settings" or "Phone Settings," look for "Call Transfer" or "Call Forwarding," and select "Turn Off" or "Disable." On some phones, you can dial a code like *73 to turn it off.
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Call forwarding automatically sends incoming calls to another number before you even answer - it's set up in advance. Call transfer happens during an active call when you manually send the caller to someone else.
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A cold transfer means you transfer the caller directly to someone else without talking to that person first. You just send the call over without giving them a heads up about who's calling or what they need. It's the opposite of a "warm transfer," where you'd speak to the recipient first.
