What is Attended Call Transfer?
Attended Call Transfer is a highly versatile feature that gives businesses control over the handling of incoming calls. This feature provides an opportunity for teams and users to collaborate, even when working from different locations.
How Does This Type of Call Transfer Work?
Attended Call Transfer lets businesses place an incoming call on hold, dial a pre-programmed digit sequence (programmable by the account owner) to reach a different department or call center located anywhere in the world, and transfer the call immediately or wait and brief the other department on the issue before transferring the call.
Benefits and Key Features of Attended Transfer
- Automatically transfer incoming calls to a pre-assigned automated survey center
- When necessary, you can transfer sales calls to a second layer
- Transfer calls to an emergency center in the event of an emergency
- Automatically transfer calls to another call center for additional service
Difference Between Attended and Unattended Transfer
Additionally, Unattended Transfer service adds further versatility to call centers. This feature exclusively enables the call center agent to have the oversight to transfer customer calls elsewhere; whether to different locations for handling or to a separate call center just by using a specific sequence of digits that works automatically. This service is pre-arranged so the agent will not have to check and verify with the call center each time a call gets transferred there, allowing for a smooth, instant transition.
Related: Cold vs. Warm Transfer
How Call Transfer Empowers Your Team & Improves Customer Experience
Attended Call Transfer with Global Call Forwarding isn’t just about routing calls; it’s about enabling smoother handoffs, faster resolution, and better customer satisfaction. When you deploy it effectively, your team gains the flexibility to ensure every call lands with the right person, with context, reducing hold times, minimizing confusion, and keeping callers feeling supported from start to finish. What makes our Call Transfer feature stand out:
- Full flexibility with attended + unattended transfers, whether you need to perform a warm-handoff (attended) or a fast automated transfer (unattended) without a live agent speaking with them first.
- Integrated into your account plan, as this feature is included with your virtual phone numbers through Global Call Forwarding
You’ll be up and running with Call Transfer quickly. Here’s what you need to ensure:
- Define your team structure with extensions (via your Account Manager) so calls can be transferred to the right roles.
- Use the GCF Softphone when calls are live to transfer to teammates; it supports seeing who’s available and executing transfers or merges.
Want to follow the full setup? Click our Step-By-Step instructions
Need help or want to learn more about call transfer from Global Call Forwarding? Speak with our representatives today or contact your account manager. Call us at +1 (561) 908-6171 or chat with us online!
