When setting up a modern VoIP phone system, understanding key call management features is essential for maintaining professionalism and delivering a seamless customer experience. Two important but often misunderstood features are Call Transfer and Call Forwarding. While they may seem similar at first glance, they serve distinct purposes in business communication workflows.
Call Transfer:
Call Transfer allows users to redirect an ongoing call to another team member or department. This feature ensures that callers are promptly connected with the most appropriate person to address their concerns, enhancing customer satisfaction and operational efficiency.
Example Scenario:
A customer contacts your support line and begins speaking with a front-line agent. Upon realizing the issue requires technical expertise, the agent uses the call transfer function to connect the customer directly with a technical support specialist, without requiring the caller to hang up or call a different number.
Types of Call Transfers:
Blind Transfer (Cold Transfer):
The call is transferred directly to another recipient without prior communication. The receiving party’s phone rings, and once they answer, the original agent is disconnected from the call.Warm Transfer:
The agent first communicates with the intended recipient, shares relevant background or context, and then completes the transfer. This provides a smoother handoff and improves the overall caller experience.
Note:
Call transfer can utilize call conferencing, which allows all parties—the original agent, the new recipient, and the caller—to be briefly connected. This ensures effective knowledge transfer and continuity in customer interactions.
Call Forwarding:
Call Forwarding, also referred to as the Forward-to-Device feature, is designed to redirect incoming calls to an alternative number before the call is answered. This ensures that important calls are not missed, even if the recipient is unavailable on their primary device.
Example Scenario:
An employee is away from their desk and unable to take calls on their office line. They enable call forwarding to route incoming calls to their mobile phone, allowing them to stay accessible and responsive, regardless of location.
How Call Forwarding Works in CallHippo:
Logged in to Web Dialer or Mobile App:
The call rings on the dialer/app for up to 30 seconds. If unanswered, it is forwarded to the designated number.Logged in only to Web Dialer:
The call rings simultaneously on the web dialer and the forwarded number.Logged in only to the Mobile App:
The call rings on the mobile app first. If not answered within 30 seconds, it is forwarded to the assigned number.
Tips for Effective Call Forwarding:
Log out of the CallHippo mobile app if you prefer calls to be forwarded directly without ringing on the app first.
Ensure your forwarding number is active and capable of receiving calls.
Maintain a sufficient credit balance to avoid interruptions, as call forwarding applies to both incoming and outgoing call legs.
Comparison Overview
Conclusion
Call Transfer and Call Forwarding are both essential VoIP features designed to improve customer communication and internal collaboration. Call Transfer helps manage active conversations more efficiently, while Call Forwarding ensures that calls are never missed, regardless of your location or device.
By leveraging both features through CallHippo, businesses can maintain high availability, enhance responsiveness, and ensure every call is handled professionally.
Frequently asked questions:
Q: Can I transfer a call to another teammate without speaking to them first?
A: Yes, that’s called a blind transfer. The call is sent directly to the recipient without any prior communication from your side.
Q: Will the caller know if I perform a blind transfer?
A: The caller won’t know it’s a blind transfer unless the recipient is unprepared. To ensure a smoother experience, we recommend warm transfers.
Q: Can I transfer a call to an external or a non-CallHippo number?
A: Yes, you will be able to transfer calls externally if the call transfer feature is included in your plan.
Q: Is there a way to confirm if my call forwarding is properly set up?
A: You can test it by calling your CallHippo number from another phone while logged out of the app. If the call reaches your forwarding number, it’s working correctly.
Q: Can I use both call forwarding and call transfer features at the same time?
A: Yes, these features serve different purposes. Call forwarding helps manage missed calls, while call transfer helps handle active conversations more efficiently.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]