What is Call Transfer?
Quick Definition
Call transfer is the process of redirecting an active phone call from one person or system to another. Types include blind transfer (immediate redirect) and warm transfer (with introduction).
Call Transfer explained
Call transfer is a telephony feature that redirects an active phone call from one party to another. There are two primary types: (1) Blind transfer (cold transfer) — the call is immediately redirected to another number without any introduction. The receiving party picks up without knowing who is calling or why. (2) Warm transfer (attended transfer) — the transferring party first speaks with the receiving party to provide context about the caller and their needs, then connects the call. Warm transfers provide better caller experience because the receiving party is prepared. In AI receptionist systems, call transfers are a critical feature. The AI can determine when a caller needs to speak with a specific person, provide warm-transfer-like context by sending the caller's information to the receiving party before connecting, and handle failed transfers gracefully by taking a message if the recipient is unavailable. Advanced AI receptionists can also perform conditional transfers — only transferring calls that meet certain criteria (e.g., only transfer emergency calls after hours).
Where is call transfer used?
All business phone systems, AI receptionists, call centers.
Related terms
Call Routing
Call routing is the process of directing incoming phone calls to the most appropriate person, department, or system based on predefined rules, caller input, or AI-driven analysis.
AI Receptionist
An AI receptionist is software that answers business phone calls using conversational artificial intelligence. It greets callers, answers questions, books appointments, takes messages, and transfers calls without human involvement.
Auto-Attendant
An auto-attendant is an automated phone system that answers incoming calls and routes them to the correct extension or department without a human operator.
Want to see call transfer in action?
AIRA is an AI receptionist that answers your business calls 24/7.