Call Transfer
A feature that allows you to redirect an active call to another user or extension within your organization.
Ensures that callers are connected to the most appropriate person or department for their needs.
Example:
A customer calls your support line and speaks with an agent. The agent realizes the customer needs help with a specialized issue that another department handles.
The agent uses call transfer to redirect the call to a technical support specialist who can assist the customer better.
Call Forwarding
A feature that allows you to redirect incoming calls to an alternate number before they are answered.
Ensures that you don't miss important calls, even when you are unavailable to answer them on your primary line.
Example:
You are out of the office and unable to take calls on your work phone.
You set up call forwarding to redirect all incoming calls from your office number to your mobile phone.
This ensures that any important calls made to your office number are redirected to you so that you don’t miss them.