Managed Voice / Call Transfer & Parking

Attended (Warm) Transfer

An attended transfer (transferring a call after first speaking privately with the receiving person — see Glossary) lets you put the caller on hold, call the destination yourself, explain who’s calling and why, and only then connect the two — a smoother handoff than sending a call blind.

How does an attended transfer work step by step?

You place the current call on hold, dial or select the transfer destination, speak with them privately (the original caller can’t hear this conversation), confirm they’re ready, and then complete the transfer to connect the caller and the destination directly.

Can I change my mind mid-transfer and go back to the original caller?

Yes. If the destination isn’t available or isn’t the right fit after all, you can cancel the transfer and return to the original caller. Nothing forces you to complete it.

Why choose this over a blind transfer?

Use an attended transfer whenever context matters — a complex issue, an escalation, or any situation where the receiving person benefits from knowing what they’re walking into. That way, they’re prepared before the call connects. Blind (Cold) Transfer is faster but skips this step entirely.

Does the caller hear anything while I’m speaking with the destination?

No — they hear hold music or a hold message, exactly as they would during any other hold, and can’t hear your conversation with the person you’re transferring to.

Does this use the same feature as three-way conferencing?

It’s related. The same “add a second call” mechanism that enables an attended transfer can also bring both parties onto the line together instead of transferring. That effectively creates a three-way call rather than a handoff.