Call Transfer
Moving an active call from one extension or agent to another, either directly or after a brief consultation.
Call transfer allows an agent or employee to hand off a live call to another person or destination. There are two main types: blind transfer (the call is sent directly to the new destination without a prior conversation) and attended transfer — also called warm or consultative transfer — where the transferring agent speaks privately with the recipient before completing the handoff.
Warm transfers are the gold standard for customer experience: the receiving agent already knows the customer's issue before picking up, eliminating the frustrating 'please explain your problem again' experience. Blind transfers are faster and appropriate for straightforward internal routing.
Zonitel supports both transfer types from the softphone app, desk phone, or browser. Agents can transfer to any extension, external number, voicemail, or ring group. Supervisors can also initiate transfers from the active panel dashboard without interrupting the call in progress.