What is call forwarding?

Call forwarding allows one teammate to transfer a call to another teammate — either a 'cold' transfer, which immediately sends the call to another agent, or a 'warm' transfer, which gives the two teammates time to discuss the subject of the call first.

How do call transfers work?

With call transfers, a caller can be redirected to the right department or person using a CTI (computer telephony integration) system. During a call, agents click the 'Transfer' icon and choose a teammate, department, or external number — then either 'Transfer now' for a cold transfer, or 'Talk first' for a warm transfer.

What are the advantages of call forwarding?

Call forwarding improves the quality of your customer support by making it easier for callers to reach the right agent. Warm transfers add the most value: the first agent can brief their colleague before handing off, so the customer never has to repeat themselves.

How can I optimise call forwarding?

Aircall's CTI pairs call transfers with skill-based call routing, call commenting and assignments, call queuing, parallel calls, and call forwarding to mobile — so every handoff reaches the right person with full context.

How can I integrate call transfers into my existing business tools?

Since call transfers are a feature of CTI systems, start by installing that telephony solution, then connect your business tools (CRM, customer databases) and train your team on when to use a cold vs. warm transfer.

Warm Transfer

Avoid accidentally turning an ongoing conversation into a cold call. During a warm transfer, an agent can brief the next team member before forwarding the call over. With the second agent fully looped in, customers and prospects experience a smooth transition.

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23,000+ COMPANIES TRUST AIRCALLto power their customer communications

Make smoother segues

With Aircall's warm call transfer feature, support agents can easily communicate with the next agent before patching a contact through.

EXPLORE FEATURES

Seamlessly transfer callsBrief a teammate before transferring a call to ensure they are prepared to best handle the customer or prospect's needs.
Reach resolution fasterWarm transfers are often used when the first agent can't solve a query and must transfer to someone with more knowledge on the topic.
Personalised customer experienceWarm transfers make for continuity in customer conversations, giving agents all the context they need for seamless conversations.

What does warm call transferring look like with Aircall?

We’re glad you asked! Learn how to transfer a call on Aircall, today.

Learn more

Use warm transfer with these complementary features

FEATURES
Call Routing
Direct calls to the correct teammates every time by customising distribution and ring rules.
FEATURES
Shared Call Inbox
Get a complete perspective of calls that require a follow-up and archive old assignments as you go.
FEATURES
Call Commenting & Assignment
Assign a call to a teammate, leave them an explanatory comment, and the call will pop up on their to-do list.

CUSTOMER STORIES

Hear it directly from our customers!

Thousands of companies trust Aircall's warm transfer feature to collaborate with team members around the world.

You can really get to know the customer so much more. You can develop a personal relationship, understand someone's style.
It's great when you have a conversation with someone — you can just solve issues so much faster.

Lexi HornDirector of Customer Success, Blenders Eyewear