What’s the difference between a warm transfer and a cold transfer?

In either kind of transfer, an agent (U1) passes a customer call (U2) to another user  (U3).

  • With a warm transfer, the user (U1) who initiates the transfer can stay connected to the customer (U2) and the transferred user (U3). The U1 and U3 can speak privately before U2 is added to the call
  • With a cold transfer, the customer (U2) is connected directly to the user to whom the call is transferred (U3) and the agent initiating the cold transfer (U1) is disconnected from the call.
Was this article helpful?
0 out of 0 found this helpful
Didn’t find what you are looking for? Create new ticket