Whether you are a receptionist, sales person, or support agent, being able to transfer a call from one employee to another is a key part of operating the phone lines. To help streamline this process for our customers, we recently added the ability to make an attended transfer in the OnSIP app.
Blind vs attended call transfers
There are two types of call transfers: blind and attended. A blind transfer, also known as a ‘cold’ transfer, is where the call is immediately redirected to the intended recipient. An attended transfer, also known as a ‘warm’ transfer, is where the initial caller is placed on hold and a second call is made to the intended recipient. Once the intended recipient answers the call, the person making the transfer can then relay some information to them before completing the transfer.
Note that this is not the same as a three-way call, where all parties are on the same call and can talk to one another. In an attended transfer, the person making the transfer simply has the ability to talk to the intended recipient before the call is transferred. This not only gives the intended recipient a heads up, but can also save time by eliminating the need for callers to repeat the same information to two people.
Here are some sample use cases:
- A salesperson can let an account manager know that an existing client is on the line.
- An assistant can brief an executive on a reporter who is calling in for an interview.
- A support agent can summarize a customer’s issue to a qualified technician.
How to transfer a phone call in the OnSIP app
The OnSIP app is a softphone that lets you make and receive calls wherever you are. While call transfers have always been available in the OnSIP app, users were previously able to make blind transfers only. With our latest web and desktop release, customers can now facilitate attended transfers in the OnSIP app.
How to make a blind transfer
There are currently three ways to make a blind transfer in the OnSIP app.
1. Select the transfer icon on the call page and type in the intended recipient of the transfer. This can be an extension, phone number, or SIP address. Click “Blind” to complete the transfer.
2. Select the transfer icon on the call page and drag it to the contact you wish to transfer the call to on the left sidebar. After you release the icon, you will see a popup notification asking you to confirm the transfer. Click “Yes” to complete the transfer.
3. Select the active call from the left sidebar menu and drag it to the intended recipient on your contacts list below. After you release the icon, you will see a popup notification asking you to confirm the transfer. Click “Yes” to complete the transfer.
How to make an attended transfer
To make an attended transfer in the OnSIP app, select the transfer icon on the call page and type in the intended recipient of the transfer. This can be an extension, phone number, or SIP address. Click “Attended”. The first caller will be placed on hold, and a call will be made to the intended recipient.
Once you are ready to transfer the call, click “Yes” in the box below the call. A call will be made between the first caller and the intended recipient. If you do not wish to complete the transfer, you can either select “Cancel” or click “End Call” on the second call page. You will then be reconnected with the first caller.
As soon as the second call is active, you are free to switch between the two calls until you are ready to complete the transfer. Simply place the current caller on hold (by clicking on the ‘pause’ icon on the gray call bar), then select the other call on the left sidebar and take that person off hold (by clicking on the ‘play’ icon on the gray call bar).
If you have additional questions about how to make blind or attended transfers in the OnSIP app, check out our Knowledgebase article.