There are two types of transfer available: Blind and Warm
Blind Transfer:
A blind transfer is when you transfer the caller to another agent or contact without speaking to the new agent first.
Using this option, the agent you select for transferring the call will hear their phone ring and can accept or reject the transfer. Once the call is accepted, it will be dropped out on your end.
Warm Transfer:
A warm transfer is when you speak with the new agent before the call is transferred. You can tell the designated agent about the caller's issue and give any background information before transferring the call (without the caller hearing). You can also join the call and turn it into a 3-way call.