Call Transfer

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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.

call transfer screenshot

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

Activating the Attended Call Transfer Feature with Global Call Forwarding

Customers can easily use the Attended Call Transfer feature as part of our Call Forwarding service plans that work with toll free numbers and local phone numbers. The call transfer feature is exclusively available through the use of the GCF Softphone (either from our website, our Android app or with our Windows and iOS apps).

Where Can I Get Attended Call Transfer?

You can get attended call transfer from a cloud phone service provider like Global Call Forwarding. We offer this feature with all our cloud phone number plans. And you can use it conveniently as needed by setting it up through the Control Panel. Send calls to different extensions with your PBX system or manually transfer calls via the softphone. Learn more about our plans on our Pricing page.



How to Set up Call Transfer?

You can set up attended call transfer in the Control Panel through Global Call Forwarding. Here is how you can configure this feature:

  1. Set up extensions with your Account Manager. Provide them with a list of voice lines and the extensions to use, including the names for the extensions.
  2. Log in to your Softphone.
  3. Once the call is connected, click the Person icon in the top-left corner.
  4. The available users will appear with a green circle next to their name. Click the transfer icon on the right side of the user that you would like to transfer the call to.
  5. Choose to merge or transfer the call by selecting the Call Merge or Call Transfer button.
  6. The merge feature will initiate a three-way conference call, while call transfer will simply transfer the call to another extension.
» Click to view 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!

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